Key Account Manager

COBNB SDN. BHD.; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

COBNB SDN. BHD. is seeking a proactive Key Account Manager to manage a portfolio of property owners, ensuring strong relationships and reliable handovers. You will coordinate with multiple internal teams to resolve issues and drive retention in Malaysia.

You will regularly communicate with owners, monitor occupancy and performance metrics, and support business development with owner leads. Strong English, Bahasa Malaysia and Mandarin are expected, with willingness to travel to properties.

Qualifications

• Diploma or Bachelor’s degree in Business, Hospitality, Property Management or related field.
• 3–5 years of experience in key account management, client relations, hospitality, property management or customer service.
• Strong communication, relationship management and problem-solving skills.
• Strong follow-up and ability to manage multiple accounts and priorities.
• Able to coordinate effectively across multiple departments.

Responsibilities

• Manage a portfolio of property owners and be their main contact.
• Build long-term owner relationships through regular communication and follow-up.
• Conduct regular check-ins on property performance, occupancy and operations.
• Identify dissatisfied owners and address concerns early to reduce churn.
• Coordinate with Revenue, Finance and Management for approvals as needed.
• Oversee owner offboarding and ensure smooth handovers.
• Collaborate with Operations, Housekeeping, Front Office, Revenue and Finance to resolve owner issues.
• Provide timely owner updates and track feedback and account health.
• Identify opportunities to onboard more owners and support Business Development.

Skills

Client relationship management

Communication skills

Problem-solving

Time management

Multi-account handling

Education

Diploma or Bachelor’s in Business/Hospitality/Property Management

Tools

Google Workspace

Microsoft Excel

Instant messaging tools

PMS/CRM tools

Job description

Manage a portfolio of property owners and act as their main point of contact.

Build strong, long-term relationships with owners through regular communication and follow-up.

Conduct regular check-ins on property performance, occupancy, operational matters and owner concerns.

Proactively identify owners who may be dissatisfied or at risk of leaving and address concerns early.

Handle owner termination and offboarding requests as the first point of contact.

Propose appropriate retention solutions and coordinate with Revenue, Finance and Management for approval where required.

Coordinate notice periods and offboarding with internal teams to ensure smooth unit handovers.

Issue Management & Operational Coordination

Coordinate with Operations, Housekeeping, Front Office, Revenue, Finance and other relevant teams to resolve owner matters.

Respond to owner messages and enquiries promptly, ensuring clear and professional communication at all times.

Handle complex or sensitive owner cases professionally.

Identify recurring issues and work with relevant teams on practical solutions.

Escalate important or unresolved matters to the appropriate manager or department.

Account Management & Reporting

Maintain accurate owner records, communication history and account documentation.

Track outstanding matters and ensure all commitments and follow-up actions are completed.

Monitor owner feedback, account health and potential retention risks.

Prepare regular updates on owner issues, feedback, retention risks and account status for the Head of Customer Service.

Identify opportunities to onboard additional property owners within existing buildings.

Work with Business Development on potential owner leads and opportunities.

Guide and support team members in handling client matters when required.

Take ownership of complex or high-value owner cases as required.

Good to Have

Experience managing property owners in short-term rental, hospitality or property management.

Familiarity with Airbnb, Booking.com and similar platforms.

Experience with Property Management Systems (PMS) or CRM tools.

Able to understand basic performance data such as occupancy, revenue and owner payouts.

Requirements

Diploma or Bachelor's Degree in Business, Hospitality, Property Management or a related field.

3–5 years of experience in key account management, client relations, hospitality, property management or customer service.

Strong communication, relationship management and problem-solving skills.

Strong follow-up and ability to manage multiple accounts and priorities.

Able to coordinate effectively across multiple departments.

Organised, detail-oriented and able to work independently.

Comfortable handling complaints, difficult conversations and owner retention matters professionally.

Familiar with Google Workspace, Microsoft Excel, and instant messaging platforms.

Proficiency in English, Bahasa Malaysia, and Mandarin (spoken & written)

Possess own transport and be willing to travel to properties when required.

Cobnb is the leading BnB Operator and Property Management Company in Malaysia, offering leasing and short term rental management with cutting edge technology. We aim to optimize property performance of our customers, creating sustained rental income by leveraging on workflow automation, pricing and financial analytics.

By combining the multi-platform property management system with the industry knowledge we have, Cobnb is well-positioned to tap on the exciting economy sharing that short term rental has to offer. This expert system has been made available to accommodation partners, developers and independent hosts to allow Cobnb to scale and serve the wider community.

Cobnb is the leading BnB Operator and Property Management Company in Malaysia, offering leasing and short term rental management with cutting edge technology. We aim to optimize property performance of our customers, creating sustained rental income by leveraging on workflow automation, pricing and financial analytics.

By combining the multi-platform property management system with the industry knowledge we have, Cobnb is well-positioned to tap on the exciting economy sharing that short term rental has to offer. This expert system has been made available to accommodation partners, developers and independent hosts to allow Cobnb to scale and serve the wider community.

What can I earn as a Key Account Manager