Customer Experience Manager

PropertyGuru is Southeast Asia’s leading PropTech company, and the preferred destination for over 32 million property seekers monthly to connect with over 50,000 agents monthly to find their dream home. PropertyGuru empowers property seekers with more than 2.1 million real estate listings, in-depth insights, and solutions that enable them to make confident property decisions across Singapore, Malaysia, Thailand and Vietnam.

PropertyGuru.com.sg was launched in Singapore in 2007 and since then, PropertyGuru Group has made the property journey a transparent one for property seekers in Southeast Asia. In the last 18 years, PropertyGuru has grown into a high-growth PropTech company with a robust portfolio including leading property marketplaces and award-winning mobile apps across its markets in Singapore, Malaysia, Vietnam, Thailand as well as the region’s biggest and most respected industry recognition platform – PropertyGuru Asia Property Awards, events and publications across Asia.

For more information, please visit: PropertyGuruGroup.com; PropertyGuru Group on LinkedIn.

As a Guru you will be accountable for:



· Analysing and mapping the end-to-end customer journey to identify pain points, opportunities for improvement, and moments of delight, and driving initiatives to enhance the overall customer experience.

· Establishing mechanisms to capture and analyze customer feedback through surveys, reviews, and other channels, and leveraging insights to drive strategic decision-making and operational improvements.

· Collaborating with internal teams across sales, marketing, product development, and operations to align strategies and initiatives with customer needs and expectations, ensuring a cohesive and consistent customer experience.

· Acting as the voice of the customer within the organization, championing customer-centricity and advocating for customer needs and preferences in all business decisions and processes.

· Developing and implementing service quality standards, guidelines, and best practices to ensure consistently high levels of service delivery across all customer touchpoints.

· Developing and executing retention strategies and loyalty programs to nurture existing customer relationships, increase customer lifetime value, and drive customer loyalty and advocacy.

· Providing training and development opportunities for customer-facing teams to enhance their customer service skills, product knowledge, and ability to deliver exceptional customer experiences.





We're looking for someone who:



· Demonstrates a strategic mindset with the ability to envision and execute customer experience strategies that drive business growth and competitive advantage.

· Leads by example with a strong commitment to customer-centricity, fostering a customer-first culture and mindset across the organization.

· Possesses strong analytical skills with the ability to interpret data, derive insights, and make data-driven decisions to optimize the customer experience.

· Demonstrates proficiency in change management principles and practices, leading organizational change efforts to embed customer-centric behaviors and practices.

Our commitment to you:

• Hybrid flexible working that focuses on outcomes over hours.

• Holistic rewards package covering your financial, physical & mental health.

• Multi-directional career development across all levels.

• Inclusive benefits like equal paternity leave, supporting all employees in work-life balance.