Job Summary;

The Client Affairs Director is responsible for leading and managing all client-facing operations across the post-sales customer journey, including property handover, customer service operations, and call center management. This role ensures a seamless and positive customer experience from unit readiness through handover and ongoing client support.

The Client Affairs Director plays a critical role in strengthening customer trust, enhancing brand reputation, and ensuring the successful delivery of projects from a client experience perspective. Real estate development experience is essential, while community management exposure is considered a strong advantage.

Job Responsibilities:

Lead and manage the Client Affairs function, overseeing customer service, call center operations, and property handover activities to ensure a consistent and high-quality client experience.
Develop and implement client service strategies, policies, and procedures to enhance customer satisfaction and strengthen long-term relationships with clients.
Oversee the end-to-end handover process, ensuring proper coordination with Development, Construction, Finance, and Legal teams to deliver units to clients smoothly and in line with company standards.
Ensure efficient management of customer inquiries, requests, complaints, and escalations across all service channels including call center, digital platforms, and customer service offices.
Establish and monitor service level agreements (SLAs), quality standards, and operational procedures to maintain high performance in customer service and call center operations.
Monitor client feedback, satisfaction surveys, and service performance data to identify improvement opportunities and enhance overall client experience.
Coordinate with internal departments to resolve technical, contractual, or financial client issues and ensure timely resolution of client concerns.
Develop reporting dashboards and performance metrics related to handover operations, customer satisfaction, service response times, and complaint resolution.
Lead, mentor, and develop the Client Affairs team to ensure high performance, service excellence, and alignment with the company's customer experience strategy.
Support the transition of clients from handover to community management or property management teams to ensure continuity of service and resident satisfaction.

Job Qualifications and Requirements

- Education:

Bachelor's degree in Business Administration, Marketing, Management, or a related field.
Professional certifications in Customer Experience or Service Management are considered an advantage.

- Previous Experience:

Minimum 5 years in a leadership role in customer service, client relations, or customer experience within the real estate development sector.
Proven experience managing property handover operations, customer service teams, and call center functions in real estate developers.

- Special requirements:

Community management or property management exposure is a plus.
Strong knowledge of the real estate customer lifecycle including sales support, unit handover, and post-handover service.
Strong problem-solving and conflict resolution capabilities with a customer-centric mindset.
Ability to analyze customer feedback and operational data to drive service improvements.