Client Relations & Marketing Executive

Responsibilities:      

• Build and maintain strong, long-term relationships with clients across all managed estates and service contracts to ensure satisfaction and loyalty
  
• Collect, analyse, and act on client feedback to improve service delivery, ensuring prompt resolution of issues or complaints in collaboration with the operations and maintenance teams.
  
• Serve as the key liaison between the company and residents or tenants in managed estates, ensuring effective communication, prompt response to enquiries, and a seamless service experience.
  
• Manage and update client information using Customer Relationship Management (CRM) tools to track service requests, client history, and engagement metrics for improved service delivery.
  
• Drive client retention strategies by monitoring contract lifecycles, initiating renewal discussions, and ensuring service excellence that encourages continued partnerships.
  
• Develop and implement marketing campaigns, social media strategies, and promotional materials to enhance the visibility of the company’s facility management services.
  
• Collaborate with the Sales & Marketing team to identify new business opportunities, support proposal preparation, and contribute to client presentations.
  
• Utilise digital marketing tools and platforms to strengthen the company’s online presence, improve client engagement, and generate leads for facility management services.
  
• Prepare and deliver periodic client service reports, satisfaction surveys, and performance reviews that communicate the company’s service value and efficiency.
  
• Research competitors, industry trends, and client needs to support strategic marketing decisions and the continuous improvement of service offerings.
  
• Organise client engagement events, estate meetings, and appreciation programmes that reinforce positive relationships and promote the company’s brand reputation.
  
• Track and report key performance indicators such as client satisfaction rates, response times, and contract renewal ratios to evaluate the effectiveness of client relations initiatives.

Requirements:

• Bachelor’s degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 3 years’ experience in Client Relations, Marketing, or Customer Service (preferably in Facility Management, Real Estate, or the Service Industry).
• Strong knowledge of facility management operations and client interface processes.
• Proficiency in Microsoft Office Suite and CRM software (e.g., Zoho, HubSpot).
• Excellent communication, presentation, and interpersonal skills.
• Tech-savvy, with working knowledge of digital marketing tools and analytics.
• Certification in Customer Relationship Management (CRM) or Marketing is an added advantage.
• Ability to multitask, work under pressure, and maintain professionalism in client-facing roles.