Handover Property Manager (CRM)

Job Summary

The Handover Property Manager (CRM) is responsible for managing the end-to-end property handover journey from contractor completion through developer acceptance, client handover, and throughout the Defects Liability Period (DLP). The role sits within the CRM function and focuses on delivering a smooth, transparent, and high-quality customer experience while coordinating closely with internal teams, contractors, and consultants to ensure timely defect resolution and client satisfaction.

Key Responsibilities

Contractor to Developer Coordination (CRM-Led)

• Coordinate with Projects, Quality, and Contractors to support the handover of completed units from contractors to the developer.
• Coordinate and track snagging, inspections, testing, and commissioning status to ensure readiness for client handover.
• Ensure all required handover documentation is complete, accurate, and available for client issuance.

Client Handover & Customer Experience

• Act as the primary point of contact for clients during the handover phase.
• Plan and manage client inspections, snagging walkthroughs, and final acceptance in coordination with internal teams.
• Clearly explain unit features, finishes, systems, warranties, and post-handover processes to clients.
• Manage client expectations professionally, addressing concerns and ensuring a positive handover experience.

Defects Liability Period (DLP) – CRM Ownership

• Receive, log, and manage all client-reported defects during the DLP.
• Coordinate with contractors, consultants, and internal teams to ensure timely rectification of defects in line with contractual SLAs.
• Keep clients informed on defect status, timelines, and resolution progress.
• Conduct follow-up inspections with clients where required and obtain closure confirmations.

Stakeholder Coordination

• Work closely with Projects, Quality Assurance, Facilities Management, and Legal teams to resolve technical and contractual matters.
• Liaise with contractors and consultants to ensure client issues are addressed promptly and professionally.
• Escalate unresolved issues or risks in a timely manner to senior management.

Reporting & Process Improvement

• Maintain accurate CRM records for handovers, defects, communications, and closures.
• Prepare regular reports on handover progress, defect trends, and customer satisfaction.
• Identify recurring issues and recommend improvements to enhance future handover quality and customer experience.

Qualifications & Experience

• Bachelor’s degree in Engineering, Construction, Property Management, or a related field.
• Minimum 10 years of experience in luxury property handover, customer experience, CRM, or post-handover operations within luxury real estate development.
• Strong understanding of construction handover processes, snagging, and DLP management.
• Proven experience in client-facing roles within residential or mixed-use developments.

Skills & Competencies

• Strong customer-centric mindset with excellent communication and interpersonal skills.
• Ability to manage client expectations in high-value property environments.
• Highly organized with strong follow-up and coordination skills.
• Problem-solving and conflict-resolution abilities.
• Proficiency in CRM systems, defect tracking tools, and MS Office.

Key Success Indicators

• High client satisfaction scores during handover and DLP.
• Timely closure of client-reported defects within agreed SLAs.
• Clear, proactive communication with clients throughout the handover journey.
• Reduced escalations and post-handover complaints.