The Customer Service Manager is responsible for driving service excellence and delivering a premium customer experience across all customer touchpoints. This role oversees the operation of Sales Galleries and Experience Centers while ensuring consistent execution of luxury service standards. The position plays a critical role in strengthening customer satisfaction, supporting business performance, and elevating the brand.

Key Responsibilities

Develop and execute customer experience strategies to enhance service quality and customer satisfaction throughout the property ownership journey.
Establish, monitor, and continuously improve customer service standards, KPIs, and customer satisfaction metrics.
Lead the operation of Sales Galleries and Experience Centers, ensuring seamless and premium customer experiences.
Manage customer feedback, complaints, and service recovery processes to ensure timely and effective resolution.
Partner with Sales, Marketing, Operations, and other stakeholders to optimize the end-to-end customer journey.
Oversee operational budgets, facilities, assets, and service resources to ensure efficiency and cost effectiveness.
Build, coach, and lead high-performing customer service teams while driving a customer-centric culture.
Provide performance insights and recommendations through regular operational and customer experience reporting.

Requirements

Bachelor's degree in Hospitality Management, Business Administration, Customer Experience, or related disciplines.
Minimum 5–7 years of experience in Customer Service, Customer Experience, Hospitality, or Real Estate, with at least 3 years in a managerial role.
Proven experience in developing service standards, customer journey frameworks, and customer experience initiatives.
Strong expertise in complaint handling, service recovery, stakeholder management, and team leadership.
Experience with luxury hospitality brands and strong English communication skills are highly preferred.