K. Wah International Group

About K. Wah International Holdings Limited (KWIH)

As one of the active property developers in Hong Kong, KWIH has approximately 10,000 residential units under its current Hong Kong development portfolio. With strong experience in developing projects involve lands from the government as well as participating in MTR property development and Urban Renewal Authority projects, we will continue to deliver premium projects built to an uncompromising standard of quality and innovation.

Key Responsibilities

• Develop and implement comprehensive customer service standards to ensure a premium, consistent experience across all property touchpoints

• Design and oversee the end-to-end tenant journey, focusing on high-touch onboarding, loyalty initiatives, and sophisticated service recovery strategies

• Lead the creation of value-added service programs and lifestyle enhancements, such as community events and smart-building amenities

• Establish Key Performance Indicators (KPIs) for service excellence and hold cross-functional teams and external partners accountable to these high-quality benchmarks

• Synthesize customer feedback and data analytics into strategic insights to continuously evolve service offerings and resolve pain points

• Manage the service-related portion of operating budgets, prioritizing investments that directly impact tenants

• Champion a "customer-first" culture across the management office, providing leadership and guidance on soft skills and professional etiquette

• Develop and operate customer service-related programs to enhance property profitability and strengthen corporate brand reputation

• Ensure all service initiatives remain compliant with Hong Kong’s regulatory framework

• Perform other ad hoc projects as assigned by senior management

Requirements

• Bachelor’s degree in Property Management, Facilities Management, Business Administration, Marketing or related disciplines

• Member of HKCPM (Hong Kong Certified Property Manager) and familiar with the requirements of the Property Management Services Authority (PMSA) would be an advantage

• Minimum 8 years of relevant experience in property operations / customer experience management, preferably with property developers or major landlords

• Proven track record in driving customer satisfaction and generating additional operational revenue

• Familiar with Hong Kong property management standards and regulatory requirements

• Experience in utilising AI or data tools for operational optimisation and customer insight analysis

• Strong business acumen, negotiation skills and ability to manage multiple stakeholders independently

• Excellent command of written and spoken English, Cantonese and Mandarin

• Proficiency in Power BI or other data visualisation tools is a plus

• Candidates with less experience will be considered for the position of Assistant Customer Services Development Manager