Customer Experience Manager – Client Relations & After-Sales Operations (Real Estate)

Customer Experience Manager – Client Relations & After-Sales Operations

Location: Quezon City 

Department: Customer Experience / Accounts & After-Sales Management

Employment Type: Full-Time, Monday-Friday (CWW)

Position Overview

Are you a high-performing Real Estate Customer Service Officer, Senior Specialist, or Team Lead ready to elevate your career into full managerial leadership?

We are seeking a dynamic, client-facing Customer Experience Manager to oversee our buyer journey, after-sales operations, customer care, and client accounts management. In this role, you will bridge the gap between frontline customer care, loan processing, and executive operations. You will lead a dedicated team of associates to deliver exceptional service, resolve complex account disputes, streamline property turnovers, and drive collection efficiency.

This position is ideal for an experienced supervisor or rising officer with deep developer-side experience who thrives in direct client interactions and is eager to own and optimize end-to-end customer service operations.

Key Responsibilities & Accountabilities

1. Client-Facing Excellence & Escalation Management

Serve as the senior point of contact for high-value clients, buyers, and brokers, ensuring an exceptional client journey from project reservation through unit turnover.

Direct customer service resolution efforts, personally handling escalated client complaints, account disputes, and sensitive payment or turnover concerns.

Conduct face-to-face buyer meetings, property orientations, and virtual consultations to negotiate payment restructures, resolve billing disputes, and minimize sales cancellations.

2. Operational Leadership & Team Empowerment

Lead, mentor, and supervise a team of Customer Care, Billing, and Documentation Associates to achieve high service standards and operational targets.

Establish clear team KPIs, monitor daily performance, and foster a professional, solution-oriented service culture.

Design and implement Standard Operating Procedures (SOPs) for customer handling, query resolution, and account servicing.

3. Accounts Management & After-Sales Coordination

Oversee the end-to-end after-sales process, including Statement of Account (SOA) issuances, account reconciliations, aging analysis, and overdue account interventions.

Collaborate closely with Sales Administration and Finance teams to facilitate smooth unit turnovers, title conveyances, and loan take-outs (Bank, Pag-IBIG/HDMF).

Coordinate with Legal and Collections teams regarding demand letters, defaulted account restructuring, and account reopenings.

4. Process Optimization & System Management

Leverage real estate CRM and ERP platforms (e.g., SAP, NetSuite, Salesforce) to track customer interaction metrics, collection turnaround times, and resolution rates.

Present monthly customer satisfaction (CSAT) reports, delinquency updates, and operational bottlenecks directly to executive leadership (COO/Management Committee).

Qualifications & Candidate Requirements

Industry Experience: Minimum 5+ years of continuous experience in Real Estate Development or Property Management handling customer care, after-sales, billing, or accounts management. (No BPO-only backgrounds).

Leadership Background: At least 2+ years in a supervisory, team lead, or senior officer capacity with proven experience mentoring direct reports or leading project workflows.

Core Skills:

Proven client-facing negotiation and dispute resolution skills.

Solid understanding of real estate documentation (CTS, DOAS, Reservation Agreements), property turnover clearance, and buyer financing (Pag-IBIG / Bank / In-House).

Familiarity with enterprise software (SAP, NetSuite, Salesforce, or similar CRM tools) and advanced MS Excel.

Education: Bachelor’s Degree in Business Administration, Marketing, Real Estate Management, Finance, or any related field (Master’s/MBA or Civil Service eligibility is a plus).

Attributes: High emotional intelligence, strong command of written and verbal communication, excellent problem-solving ability under pressure, and a drive for career growth into senior leadership.