Client Relationship Executive

Primary Purpose

Reporting to the Head of Sales, the Client Relationship Executive acts as the ultimate brand ambassador and single point of contact (SPOC) for our clients. Centred heavily around the handover process, this position sits within the Sales and Customer Experience team but works intimately across the entire delivery lifecycle. As such, it is a unique opportunity for someone looking to deeply understand the various parts of the real estate value chain and how they contribute to the overall premium product at Mont Choisy.

In our business, the handover is the most critical milestone in the customer journey. The incumbent acts as the client's advocate and the internal coordinator, ensuring that the transition from construction to ownership is seamless, transparent and exceptional. The incumbent bridges the gap between Mont Choisy clients and our internal teams (Projects, Finance, Legal, etc.), ensuring the client feels completely supported, while the Projects team focuses on managing the supply chain and contractors.

Responsibilities:

Client Advocacy and Communication

• Serve as the dedicated single point of contact (SPOC) for the client post sale, guiding them through the journey up to and including the final key handover;
• Actively listen to client needs, manage complex project variables, and provide clear, timely and premium level communication;
• Translate comprehensive project updates into simple, reassuring language for the client.

Handover Strategy and Execution

• Proactively manage the handover timeline, ensuring that pre-established service level agreements (SLAs) are strictly adhered to by all parties, and units are ready for client presentation;
• Manage project timelines and client expectations to secure adequate preparation periods prior to handover, balancing time, quality and costs to ensure the unit is meticulously de-snagged before the client walkthrough;
• Conduct a detailed inspection of the unit against the multi-criteria quality checklist prior to the client visit, serving as the final internal sign-off before handover;
• Strictly adhere to and enforce site health and safety protocols during all client visits, ensuring clients are properly briefed and equipped if visiting prior to final completion;
• Deliver the final handover pack (Procès-Verbal) and facilitate the signing of all necessary documentation;
• Conduct a comprehensive handover briefing to educate the client on the operation of their unit, clearly outline their ongoing maintenance responsibilities and provide essential emergency contacts, ensuring all relevant formal acknowledgments are signed

Internal Coordination

• Act as the champion of the customer experience, driving internal alignment to ensure the final delivered product perfectly matches the client's contractual expectations;
• Proactively gather necessary information from the Projects team regarding construction progress, snagging status and readiness;
• Coordinate with Finance to ensure all administrative and commercial milestones are met prior to key release;
• Hold internal stakeholders accountable to the responsibility matrix to ensure no deadlines are missed and no quality standards are bypassed

Post Handover and Defect Liability Management

• Continue to act as the primary liaison for the client immediately following the handover;
• Act as the initial triage point for all post handover client queries, effectively filtering issues to determine validity and the correct course of action;
• Escalate valid claims to the Projects team, the Syndic or relevant suppliers, ensuring prompt attention;
• Actively follow up on all logged issues to guarantee timely resolution within agreed SLAs, upholding Mont Choisy's premium customer experience standards well beyond the key handover.

Strategic Feedback and Business Growth

• Establish a proactive feedback loop with the Sales, Projects and Development teams, sharing valuable client insights to continuously refine and tailor our product offerings to maximise future sales;
• Track and report on key handover metrics, such as handover success rates, defect trends and average resolution times, presenting these findings to Management to drive continuous improvement;
• Leverage deep client knowledge and exceptional satisfaction rates to originate new sales, driving repeat business and high value referrals;
• Actively contribute to refining the sales and handover process, ensuring our methods evolve to support future diversification of the Mont Choisy client base and product mix.
• Any other assignments as may be delegated.

Qualifications:

College/University Education:

• Degree in Business Administration, Marketing, Real Estate, Hospitality Management or in a related field.
• Minimum of 5 years' proven experience in premium real estate sales, customer success, high end hospitality or client relationship management.

Competencies required:

• High EQ and empathy: exceptional emotional intelligence with the ability to read clients, manage their expectations and build lasting, trusting relationships;
• Conflict resolution: proven ability to gracefully de-escalate tense situations and resolve conflicts when client expectations clash with delivery realities;
• Keen eye for detail: a strong aesthetic sense and the ability to spot cosmetic defects or inconsistencies before the client does;
• Exceptional communicator: flawless verbal and written communication skills in English and French (other languages a definite plus); ability to deliver complex updates with grace and professionalism;
• Technical proficiency: familiarity with CRM systems (e.g. Salesforce, HubSpot) and defect management or snagging software (e.g. SnagR, PlanRadar, Procore) to efficiently track and report on unit progress;
• Organised and assertive: highly organised with the ability to manage multiple handovers simultaneously; comfortable holding internal teams to strict SLAs and quality checklists;
• Problem solver: proactive in identifying potential delays or issues and addressing them internally before they impact the client experience; 
• Flexibility and mobility: willingness to work a flexible schedule, including occasional weekends or public holidays, to accommodate international client travel. 
• A valid driving licence is required to travel between offices and project sites.

Application with CV should be submitted by email to hr@montchoisy.com by latest 19th October 2026. For more information on the Mont Choisy Group of Companies, please visit our website www.montchoisy.com. The company reserves the right to call only the best candidates for an interview and not to make any appointment following this advertisement.