Job Summary
We are seeking an experienced CRM & Handover Manager to oversee the property handover process while managing and optimizing our Customer Relationship Management (CRM) system. This role ensures a seamless client experience from final construction stages through handover and post-sales engagement, while maintaining strong, long-term customer relationships.
Key Responsibilities
CRM Management
- Oversee and optimize the CRM system to ensure effective tracking of customer data and interactions.
- Maintain accuracy and integrity of all client data within the CRM platform.
- Monitor client journeys, interactions, and feedback to improve overall customer experience.
- Develop and implement strategies to enhance customer engagement, satisfaction, and retention.
- Generate reports and analyze CRM data to support strategic decision-making.
- Align CRM processes with sales, marketing, and customer service functions.
Handover Management
- Manage and coordinate the full handover process of units to clients.
- Ensure all documentation, compliance, and contractual requirements are completed accurately prior to handover.
- Conduct property inspections and coordinate with internal teams to resolve any issues before client delivery.
- Liaise with construction, legal, and sales teams to ensure projects are delivered on time and ready for handover.
- Provide clients with clear communication, guidance, and support throughout the handover process.
- Handle and resolve client concerns or escalations professionally to ensure customer satisfaction.
- Conduct site visits as needed to ensure readiness and quality standards are met.
Requirements
Requirements
- Bachelor's degree in Business Administration, Management, or a related field.
- 12+ years of experience in real estate, with strong exposure to CRM management and/or property handover.
- In-depth understanding of real estate operations and customer lifecycle management.
- Proficiency in CRM systems and reporting tools.
- Strong leadership, communication, and stakeholder management skills.
- Excellent organizational, analytical, and problem-solving abilities.
- Willingness to travel and conduct site visits when required.
