Customer Advocacy Manager - Malaysia Real Estate Developer

At SkyWorld Development Vietnam, we believe great developments begin with great people. Beyond delivering high-quality and sustainable real estate projects, we cultivate a professional, forward-thinking environment where talents are empowered to grow, take ownership, and contribute to vibrant communities that enhance modern living.
We are currently looking for a Customer Advocacy Manager to join our team.
Job Summary:
Customer Advocacy Manager is responsible for mange and lead the team to work for turning homeowners and tenants into loyal brand advocates by creating exceptional customer experiences, managing relationships from pre-sales through post-handover and fostering community loyalty. This role focuses on driving positive word-of-mouth and improving retention.
Responsibilities:
1. Pre-sales (40%)
- Build up and manage all sales agencies' contracts and follow up procedure to make sure they follow up the working procedure.
- Build up and manage Deposit Agreement, Escrow Agreements, SPA, all sales and agent's forms.
- Working with agents to align procedures for booking and closing sales.
- Follow up payment from agencies and purchasers
- Develop and implement strategies aimed at elevating the buyer's experience across all residential or commercial projects. He/She will act as the voice of the customer internally, ensuring that feedback is used to improve processes and that customer satisfaction remains high from purchase through move-in and after-sales support.
- Advocacy Program Development: Design and implement a comprehensive customer advocacy program that identifies, nurtures, and leverages satisfied customers as brand ambassadors.
- Customer Relationship Management (CRM): Develop and implement CRM policies, procedures, and strategies to increase retention and loyalty across company projects.
2. After-sales (40%)
- Follow up billing with Finance Team, request payment from purchasers if any.
- Management billing and interacting with purchasers.
- Manage the customer journey through the handover process, unit inspection, and snagging/fit-out phase, ensuring a smooth transition for the client.
- Directly manage and organize the delivery of gifts (cards, vouchers, etc.) to customers in accordance with the sales policy.
- Customer Feedback & Insights: Actively seek customer feedback through surveys and interviews, analyze data to identify trends, and implement actionable improvements in service delivery.
- Conflict Resolution: Investigate customer issues, complaints, and disputes, providing efficient solutions and managing escalations.
- Internal Collaboration: Work closely with Sales, Marketing and Legal teams to resolve customer issues and ensure project delivery aligns with customer expectations.
3. Others (20%)
- Provide support for other customer-related and internal coordination tasks as required.
- Perform other duties as assigned by the Line Manager or higher-level management.
Employee Benefits:
- Competitive and negotiable salary based on interview performance and relevant experience.
- Social insurance from the first working day (including probation), calculated based on 100% of gross salary.
- Private health insurance upon completion of 2 months' probation.
- Annual health check-up.
- Two performance-based bonus payments per year.
- Leave encashment
- Annual leave as Labor code and additional paid medical leave provided by the company
- Annual salary review.
- Special employee home purchase program at cost price.
- International working environment with friendly, supportive, and open-minded colleagues.
- Other competitive benefits in accordance with company policy.