Senior Manager, Customer Service

About this role

The Senior Manager, Customer Service is responsible for leading the customer service strategy and overseeing the end-to-end purchaser journey from Vacant Possession (VP) through the Defects Liability Period (DLP), ensuring service excellence, customer satisfaction, and effective post-handover support. The role drives customer-centric initiatives, service governance, defect management, complaint resolution, process improvement, and stakeholder collaboration while enhancing operational efficiency and organizational reputation.

Job Description

Strategic Leadership & Governance

• Develop and execute customer service strategies, frameworks, policies, and service standards to enhance customer satisfaction and brand reputation.
• Establish governance frameworks, SOPs, SLAs, and best practices to ensure consistent and effective service delivery.
• Drive a customer-centric culture and champion service excellence across the organization.
• Lead customer service transformation, digitalization, and process improvement initiatives to improve operational efficiency.

Customer Experience Management

• Oversee the end-to-end customer journey from VP through DLP to ensure a seamless purchaser experience.
• Develop customer communication, engagement, and escalation frameworks to strengthen customer relationships.
• Ensure timely and professional handling of customer enquiries, feedback, complaints, and escalations.
• Monitor customer satisfaction levels and implement service improvement initiatives based on customer insights and feedback.

Defect Management & After-Sales Services

• Oversee defect management activities including tracking, coordination, rectification, monitoring, and closure during the DLP period.
• Collaborate with Project, Construction, Property Management, and relevant teams to ensure prompt resolution of defects and customer issues.
• Monitor service performance against established KPIs and SLAs to maintain service quality standards.
• Implement corrective and preventive actions to continuously improve customer service effectiveness.

Stakeholder Management & Cross-Functional Collaboration

• Partner with Project Management, Property Management, Sales & Marketing, Finance, Legal, and other stakeholders to address customer-related matters.
• Build and maintain strong relationships with purchasers, contractors, consultants, service providers, and management offices.
• Facilitate cross-functional collaboration to enhance customer experience and service outcomes.

Customer Insights & Reporting

• Govern customer data management practices and Customer Relationship Management (CRM) systems.
• Analyze customer feedback, operational trends, and service performance data to identify improvement opportunities.
• Prepare and present management reports, dashboards, service performance reviews, and strategic recommendations.
• Monitor and report key metrics including VP progress, defect resolution status, complaint management, and customer satisfaction performance.

People Leadership

• Lead, coach, mentor, and develop the Customer Service team to build a high-performing function.
• Establish departmental objectives and ensure alignment with organizational goals and priorities.
• Foster a culture of accountability, collaboration, continuous improvement, and customer focus.
• Drive talent development, succession planning, and employee engagement initiatives within the team.
• Undertake any other duties and responsibilities assigned by Management from time to time.

Job Requirement

• Possess a Bachelor's Degree in Business Administration, Property Management, Real Estate, Marketing, Customer Experience Management, or a related discipline.
• Minimum 8-10 years of customer service, customer relations, or after-sales experience within the property development, real estate, property management, or construction industry.
• Minimum 3-5 years of people management experience leading customer service or customer-facing teams.
• Proven experience managing Vacant Possession (VP), Defects Liability Period (DLP), customer complaints, defect rectification, and purchaser engagement.
• Strong knowledge of property development processes, post-handover customer service operations, property management practices, and strata developments.
• Familiarity with CRM systems, customer analytics, service performance measurement, and customer journey management.
• Strong leadership, stakeholder management, communication, negotiation, and conflict resolution skills.
• Customer-centric mindset with the ability to drive service excellence, operational improvements, and customer experience transformation initiatives.
• Strong analytical, problem-solving, decision-making, and change management capabilities.
• Experience within a property developer overseeing customer service, after-sales service, and customer experience enhancement initiatives will be an added advantage.
• Knowledge of relevant statutory, regulatory, quality, and environmental management requirements.
• High level of professionalism, resilience, adaptability, and ability to work effectively across multiple stakeholders.