Customer Relationship Manager

Job description

About the Role At Tiara Hana, our owners and customers aren't just clients — they're part of our family. As a Customer Relationship Manager, you will be the warm, familiar face (and voice) they turn to. You'll know them by name, remember their milestones, and show up for them in ways that go beyond business. This role is for someone who genuinely loves people — someone who finds joy in a morning check-in call, knows exactly how a client takes their coffee, and wouldn't dream of letting a birthday pass without a heartfelt message, a beautifully crafted card, or a personalized video to make them feel seen and celebrated. You won't just manage relationships. You'll nurture them, day by day, with care and sincerity — because at Tiara Hana, every owner deserves to feel like our most important one. What You'll DoServe as the dedicated, go-to point of contact for each owner and customer in your portfolio — someone they trust, rely on, and genuinely look forward to hearing from.Build deep, meaningful knowledge of every client: their story, their preferences, their family, their investment goals, and what matters most to them.Stay in regular, proactive touch — whether through a cheerful daily chat, a quick phone call, or a thoughtful message just to say we're thinking of you.Design and deliver personalized gestures to celebrate special moments — birthdays, anniversaries, milestones — through curated greeting cards, warm wishes, and memorable video surprises that reflect Tiara Hana's signature touch.Guide prospective clients through Tiara Hana's co-ownership model with clarity, warmth, and confidence, turning curiosity into lasting commitment.Keep meticulous, up-to-date records of every client interaction so that no detail — big or small — is ever missed.Gather client feedback with genuine curiosity and channel it into continuous improvements in how we serve and delight our owners.Coordinate seamlessly with internal teams to resolve any concerns swiftly, always keeping the client experience smooth and stress-free.Support client events, presentations, and special occasions that strengthen the Tiara Hana community. What We're Looking ForA natural people-person who lights up in conversations and finds fulfillment in building real, lasting human connections.Someone who loves to communicate — daily chats, phone calls, voice notes, emails — staying close to clients feels natural, not like work.A detail-oriented individual who takes pride in knowing each client deeply: their preferences, their milestones, their needs, even before they ask.Creative and thoughtful when it comes to celebrating people — you're the kind of person who already thinks about how to make someone's day, not just whether to.Strong verbal and written communication skills in Bahasa Indonesia; English proficiency is a plus.Previous experience in hospitality, property, luxury services, or investment-related roles is highly valued.Comfortable and confident working on-site in Bogor, with a warm, professional presence that reflects Tiara Hana's values.Proficient in basic office software and CRM tools, with the ability to pick up new systems quickly.Comfortable using AI tools as a personal assistant — leveraging them to draft communications faster, organize client notes, generate creative ideas for client gestures, and stay on top of follow-ups — while always applying a human, thoughtful filter before anything reaches a client.Organized and reliable — someone clients can always count on to follow through. Above all, we're looking for someone with heart. The skills can be learned, but the genuine desire to care for people — that's what makes a great Customer Relationship Executive at Tiara Hana.