Customer Experience & Property Management Manager

Myra; Selangor; On-site; MYR 80,000 - 120,000; Full time

Job summary

A property management firm in Malaysia is searching for a Customer Experience & Property Management Manager to oversee the homeowner journey, implement customer experience strategies, and manage property operations. The ideal candidate will have at least 7-10 years in customer experience or property management, with strong leadership capabilities and excellent communication skills. This role emphasizes continuous improvement and collaboration to enhance the overall homeowner experience.

Qualifications

• Minimum 7–10 years experience in Customer Experience, Property Management, or Real Estate Operations.
• Expertise in customer journey mapping and CX analytics.
• Strong knowledge of property management processes and SLA management.

Responsibilities

• Develop and implement customer experience strategies across all projects.
• Lead end-to-end property management execution.
• Plan community engagement initiatives to strengthen homeowner relationships.

Skills

Customer Experience Management

Property Management

Stakeholder Engagement

Team Leadership

Conflict Resolution

Communication Skills

Job description

Customer Experience & Property Management Manager

You will lead Myra’s end-to-end homeowner journey and ensure every customer interaction reflects our vision of Raising the Bar in Every Neighborhood. This role oversees customer experience touchpoints, property management operations, defect rectification, handover processes, and community engagement. You will drive continuous improvement, resolve customer issues effectively, and ensure our homeowners experience the warmth and quality Myra stands for.

Responsibilities

Customer Experience Strategy & Execution

Develop and implement customer experience strategies across all Myra projects.

Map and continuously improve customer journey touchpoints (online, sales galleries, handover, community engagement).

Introduce new digital, data-driven CX initiatives (CSAT, NPS, CRM-based tracking).

Drive customer feedback loops and present insights to leaders for continuous improvement.

Oversee the brand experience of handover events, communication, onboarding guides, and homeowner learning materials.

Property Management Operations

Lead end-to-end property management execution including:

• SLA compliance with contractors
• Security & common property upkeep
• Managing JMB/MC/RA liaison and transition
• Ensure timely resolution of property-related inquiries and complaints
• Strengthen operational processes with clear SOPs, audit checks, and quality reporting

Community Engagement & Resident Experience

Plan and implement community engagement initiatives that strengthen homeowner relationships.

Develop community programs to improve resident satisfaction and foster long-term loyalty.

Collaborate with Marketing to create content, campaigns, and communication that enhance the homeowner experience

Leadership & Cross-Functional Collaboration

Manage and coach the CX & Property Management team at project level.

Represent CX in Business Unit discussions, ensuring issues are highlighted and solutions are delivered.

Requirements

• Minimum 7–10 years experience in Customer Experience, Property Management, or Real Estate Operations.
• Prior experience in property development, strata management, facilities management, or community management is highly preferred.
• Familiar with defect workflows, handover processes, CRM systems, and community engagement.
• High sense of ownership, accountability, and teamwork.
• Strong knowledge of property management processes, SLA management, and homeowner lifecycle.
• Expertise in customer journey mapping, CX analytics, and CRM systems.
• Excellent communication, stakeholder engagement, and conflict handling abilities.
• Strong leadership and project management skills with a people-first mindset.
• Ability to innovate, problem-solve, and implement structured improvements.
• Knowledge of Strata Act.

Core Alignment

Own The Outcome: take responsibility for results and solutions.

Execute with Purpose: deliver high-quality work with intention and clarity.

Move As One: collaborate effectively across teams for seamless execution.

Interested? Click on this link & apply with us! We’d love to meet you: