VACANCY: Client Relationship Manager
REPORTING TO: Head of Company
LOCATION: Lusaka, Zambia
JOB PURPOSE
The Client Relationship Manager (CRM) at Aflife Properties Limited will be responsible for ensuring exceptional service delivery to our clients, which include pension funds, corporate entities, and individual clients with diverse property portfolios. The CRM will manage the efficient reporting and flow of information to property owners, as prescribed by the service level agreements (SLAs). This role requires coordination with internal teams to collate necessary information and generate comprehensive reports for various stakeholders.
MAIN DUTIES;
1. Client Relationship Management:
- Develop and maintain strong relationships with clients, understanding their needs and ensuring their expectations are met.
- Act as the primary point of contact for clients, addressing inquiries and resolving issues promptly and efficiently.
- Conduct regular meetings with clients to review portfolio performance and discuss strategies for improvement.
2. Reporting and Information Flow:
- Ensure timely and accurate reporting to clients in line with SLAs.
- Coordinate the internal collation of requisite information from various departments to inform comprehensive and accurate reports.
- Present reports to clients, highlighting key performance metrics, insights, and recommendations.
3. Internal Coordination:
- Work closely with property management, development, and facilities management teams to gather relevant data and insights.
- Facilitate effective communication between internal departments to ensure seamless service delivery to clients.
- Collaborate with the finance team to ensure accurate financial reporting and performance analysis.
4. Service Level Agreement Management:
- Ensure adherence to SLAs with clients, regularly reviewing and updating agreements as needed.
- Monitor service delivery against agreed standards, implementing improvements where necessary.
- Provide regular updates to senior management on SLA compliance and client satisfaction levels.
5. Client Advisory and Support:
- Provide clients with expert advice on property management, development, and investment strategies.
- Assist clients in making informed decisions by providing detailed analysis and market insights.
- Support clients in the resolution of any property-related issues, coordinating with internal teams to ensure prompt resolution.
6. Performance Monitoring and Improvement:
- Track and analyse portfolio performance, identifying areas for improvement.
- Implement strategies to enhance client satisfaction and portfolio performance.
- Keep abreast of industry trends and best practices to inform service delivery improvements.
EDUCATIONAL QUALIFICATIONS & FUNCTIONAL / TECHNICAL SKILLS
- Bachelor’s degree in Business Administration, Real Estate, Property Management, or a related field
- A Master’s degree or professional qualification in a related field is an advantage.
RELEVANT EXPERIENCE
- Minimum of 5 years of experience in client relationship management, preferably within the real estate sector
REQUIREMENTS AND SKILLS
- Strong knowledge of property management, development, and real estate market dynamics.
- Excellent communication, interpersonal, and presentation skills.
- Proven ability to manage multiple clients and projects simultaneously.
- High level of professionalism, integrity, and attention to detail.
Suitable candidates are required to send their application & Curriculum vitae to jobs@aflife.co.zm. Please indicate the position you are applying for in the subject line.
Closing date for applications is Friday 19 July, 2024
Afprop is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, sexual orientation, disability, nor ethnic grouping.
Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.
