QStaffers is currently hiring a Client Affairs Director for one of our partners, a global leader in the real estate field. 

Job Summary:

The Client Affairs Director is responsible for building and maintaining strong, long-term relationships with the company's clients. The Director will lead client relationship management efforts, oversee requests and complaints resolutions, and ensure client satisfaction across all touchpoints. Furthermore, manages the resolution of technical client inquiries and oversees the smooth and efficient unit handover process.

Responsibilities:

• Lead and manage the Client Affairs department, ensuring efficient and effective operations.

• Build and maintain strong relationships with clients through regular communication and personalized service.
• To be the Customer’s primary senior point of contact within the company for all escalated unresolved issues.
• Proactively identify and address potential client concerns and issues.
• Develop and implement strategies to enhance client satisfaction across all touchpoints.
• Conduct regular client satisfaction surveys and analyze feedback to identify areas for improvement.
• Increase the value that the company delivers to a customer and deliver continual service improvement.
• Ensure full compliance of agreed solutions and services to meet customer needs.
• Proactive monitoring of agreed Service levels to deliver exceptional service.
• Ensure an exceptional client experience throughout the entire customer lifecycle.
• Manage and resolve client issues related to unit handover, such as delays, quality concerns, and engineering issues.
• Coordinate with construction, legal, and finance teams to ensure a smooth and efficient handover experience for clients.
• Monitor and track key handover metrics to identify areas for improvement.
• Oversee the day-to-day operations of the Client Affairs team, ensuring efficient and effective workflow.
• Present a monthly high-level dashboard of all operations; highlight trends and improvement opportunities.
• Overall ownership of maintaining up to date Customer information in the relevant databases and repositories.

Requirements:

• Bachelor’s degree in business administration, marketing, or a related field.
• 15+ years of experience in client relationship management, or a similar role. Proven track record of success in building and maintaining strong client relationships.

• Excellent communication, interpersonal, and presentation skills.
• Strong negotiation and influencing skills.
• Ability to build and maintain strong relationships with internal and external stakeholders.
• Strong analytical and problem-solving skills.
• Proficiency in CRM systems (e.g., Salesforce, SAP) and Microsoft Office Suite