Lead - Customer Engagement and Central Support Lead

Job Description

Job Summary: The Customer Engagement and Central Support Lead will be accountable to oversee the full lifecycle of customer engagement from post-sale to post-handover, ensuring seamless experiences across all touchpoints. The role will be responsible to manage a dedicated team to deliver proactive, empathetic and responsive serviceenhancing customer satisfaction, loyalty and brand advocacy. The incumbent will also be responsible to enhance the repeat sales and contribute towards the topline. Key Responsibilities: Post-Sale Customer Journey (Pre-Handover) 1. Drive and improve customer engagement : Lead the team in delivering a personalized engagement plan from booking to possession, ensuring proactive communication and optimized touchpoints to keep customers informed, valued and connected to the brand. 2. Improve customer experience across all touchpoints : Enhance the pre-handover customer journey by identifying and addressing service gaps, while ensuring seamless, transparent communication across Sales, Projects and Finance functions. 3. Drive NPS, C-SAT and related initiatives : Establish KPIs and feedback systems to monitor Net Promoter Score (NPS), Customer Satisfaction (C-SAT) and resolution efficiency, leveraging insights to enhance the customer journey, build trust and reduce churn rate. 4. Manage escalations from senior management : Act as the escalation point for leadership-raised concerns, ensuring prompt resolution through root cause analysis and guiding the team in handling complex cases with professionalism and empathy. Post-Handover Journey (Resident Experience) 5. Improve handover experience : Oversee seamless handover operations and ensure the customer relations office functions as an efficient, customer-centric service hub for new residents. 6. Plan and execute customer events : Organize community events and loyalty initiatives to strengthen resident engagement, foster brand affinity and encourage word-of-mouth advocacy. 7. Manage facility support and continuous customer service : Collaborate with facility management to resolve maintenance requests swiftly, ensuring ongoing, reliable support for residents and a superior living experience post-handover. Qualifications and Skills: 1. Education : Bachelor's degree in Business Administration, Marketing, or a related field (MBA preferred). 2. Experience : 15+ years of experience in customer engagement or customer service roles, preferably within the real estate or hospitality industry. Proven track record in driving NPS/C-SAT improvements and leading customer-centric initiatives. Skills : Business Ownership, Influence & Negotiation, Excellent Communication, Stakeholder Management, Collaboration & Customer Focus.