Manager - Customer Relationship

About the Role

The Manager – Customer Relationship is responsible for building and maintaining strong relationships with clients to ensure high satisfaction, retention, and business growth. The role involves understanding client needs, addressing concerns promptly, coordinating with internal teams for service delivery, and identifying opportunities for process improvement and cross‑selling. It requires excellent communication, problem‑solving, and interpersonal skills to enhance the overall client experience and strengthen long‑term partnerships. The manager acts as the primary point of contact for all residents, handling queries, concerns, and service requests promptly and professionally while maintaining strong relationships to ensure high satisfaction and a positive living experience. Coordination with facility management, housekeeping, security, maintenance, and vendor teams ensures smooth day‑to‑day operations at the site. Regular meetings, surveys, and feedback sessions are conducted to assess service quality and identify areas for improvement. All resident communications, notices, and updates are shared effectively and professionally, and move‑in/move‑out processes are managed with proper documentation and onboarding. Collaboration with operations and finance teams supports billing, payment collection, and record maintenance related to resident services. Service level agreements with vendors and contractors are monitored to ensure consistent quality, and community engagement initiatives, events, and programs are supported to strengthen resident relationships. • Serve as the primary contact for residents, handling queries, concerns, and service requests promptly. • Build and maintain strong resident relationships to achieve high satisfaction and a positive community experience. • Coordinate daily operations with facility management, housekeeping, security, maintenance, and vendors. • Track, escalate, and resolve complaints and service issues in a timely manner. • Conduct meetings, surveys, and feedback sessions to evaluate service quality and identify improvements. • Manage resident communications, including notices and updates, professionally. • Oversee move‑in/move‑out processes, ensuring proper documentation and onboarding. • Collaborate with operations and finance on billing, payment collection, and record maintenance. • Monitor vendor service level agreements to guarantee consistent service quality. • Support community events and engagement programs to strengthen resident relationships. • Prepare regular reports on resident satisfaction, complaint trends, and operational performance. • Ensure efficient, safe, and compliant estate operations with timely reporting and vendor coordination. • Contribute to enhanced resident/tenant satisfaction and overall operational efficiency.

Key Responsibilities

• ▸resident relations
• ▸vendor coordination
• ▸complaint management
• ▸performance reporting
• ▸billing coordination
• ▸move management

Benefits

Cushman & Wakefield offers a global platform for career development, a promotion‑from‑within culture, and a strong commitment to diversity and inclusion. Employees benefit from a flexible, technology‑enabled work environment, continuous learning opportunities, and a comprehensive benefits program. The firm operates in nearly 400 offices across 60 countries with more than 52,000 employees and generated $9.5 billion in revenue in 2023.

Work Environment

Onsite