Manager - Customer Relations

Job Title

Manager - Customer Relations

Job Description Summary

The Manager – Customer Relationship is responsible for building and maintaining strong relationships with clients to ensure high levels of customer satisfaction, retention, and business growth. The role involves understanding client needs, addressing concerns promptly, coordinating with internal teams for service delivery, and identifying opportunities for process improvement and cross-selling. The position requires excellent communication, problem-solving, and interpersonal skills to enhance the overall client experience and strengthen long-term partnerships.

Job Description

About the Role:

Act as the primary point of contact for all residents, ensuring prompt and professional handling of queries, concerns, and service requests.

Maintain strong relationships with residents, ensuring high satisfaction levels and a positive living experience within the community.

Coordinate with facility management, housekeeping, security, maintenance, and vendor teams to ensure smooth day-to-day operations at the site.

Oversee timely resolution of complaints and service issues through proper tracking, escalation, and follow-up.

Conduct regular meetings, surveys, or feedback sessions with residents to assess service quality and identify areas for improvement.

Ensure all resident communications, notices, and updates are shared effectively and professionally.

Manage move-in/move-out processes and ensure proper documentation, handovers, and customer onboarding.

Collaborate with the operations and finance teams for billing, payment collection, and record maintenance related to resident services.

Maintain and monitor service level agreements (SLAs) with vendors and contractors to ensure consistent service quality.

Support community engagement initiatives, events, and programs to strengthen resident relationships and enhance community living standards.

Prepare periodic reports on resident satisfaction, complaint trends, and operational performance for management review.

About You:

Efficient, safe, and well-maintained estate operations.

Compliance with statutory and organizational standards.

Timely reporting, vendor coordination, and smooth facility management.

Enhanced resident/tenant satisfaction and operational efficiency.

INCO: “Cushman & Wakefield”