Are you driven by customer excellence? Do you enjoy building strong relationships with customers? If this sounds like you, come join us in our brand-new Martin Place Office 🌟
Cbus Property is seeking a Customer Relationship Manager to play a crucial role in delivering exceptional customer experiences at every touchpoint, driving satisfaction and loyalty throughout the customer lifecycle.
The Customer Relationship Manager is a pivotal member of our team, playing the role of ‘the face of Cbus Property’ and is responsible for developing relationships and building rapport with customers from the first point of contact throughout the customer life cycle with Cbus Property.
About Us
Cbus Property is a wholly owned entity of Cbus Super, the industry superannuation fund for the Australian construction, building and allied industries, with funds under management currently exceeding $105 billion (as at 30 June 2025).
Cbus Property is responsible for the strategic performance and management of all aspects of the Cbus direct property investment business, including major investments and developments in the commercial office, residential and retail sectors. Our property portfolio currently exceeds $7.5 billion, with a further $4.0 billion of development work ‘in hand’, making us one of Australia’s leading integrated property investors and developers.
Key Responsibilities
- Serve as the primary point of contact for customers, proactively engaging across multiple channels to build trusted relationships, understand needs, and guide customers through the full property lifecycle from purchase to settlement.
- Deliver exceptional end‑to‑end customer experiences by responding promptly and professionally to enquiries, providing accurate advice, resolving issues, and ensuring a seamless purchasing journey.
- Provide comprehensive post‑sales support, including coordination of settlements, handovers, keys and gifts, and managing post‑purchase enquiries to maintain customer satisfaction beyond settlement.
- Coordinate property viewings and tours for customers and consultants, ensuring all interactions are well‑prepared, informative and aligned to customer needs.
- Capture, analyse and manage customer feedback, insights and preferences, maintaining accurate CRM records and sharing insights with relevant teams to drive continuous improvement in products, services and experiences.
- Optimise customer processes, tools and workflows through a technology‑enabled, insight‑driven approach, enhancing CRM capability, improving efficiency and embedding measurement frameworks.
- Partner closely with the Development team to build a strong understanding of project milestones and deliver timely monthly and quarterly customer communications across written, verbal and video channels.
- Drive customer engagement and long‑term loyalty through the design and delivery of customer events, milestone‑based recognition initiatives and premium gifting experiences.
- Lead the development of a structured customer loyalty program, establishing strategic third‑party partnerships that deliver meaningful benefits, enhance lifetime value and strengthen brand affinity.
- Collaborate effectively with third‑party consultants (including sales, project, settlement and PR/events partners) and internal stakeholders to ensure a consistent, aligned customer service approach.
- Manage development‑related social media channels, working closely with Project Marketing and Corporate Communications to respond to customer queries and manage issues.
- Stay informed on property market trends, competitor activity and industry developments to provide informed advice and insights to customers and stakeholders.
Other Requirements
This role requires frequent interstate travel and occasional extended stays to provide in‑person support at key customer touchpoints across a national residential development portfolio.
Key Skills and Experience
- Tertiary qualification in Hospitality, Business Administration, Marketing or a related discipline.
- Demonstrated experience in customer service, ideally within the property or real estate sector.
- Strong written and verbal communication skills, with the ability to explain complex information clearly and concisely.
- Highly developed interpersonal skills, with a proven ability to build trust, rapport and long‑term relationships with customers and stakeholders.
- Ability to thrive in a high‑volume, fast‑paced environment, applying sound judgement, problem‑solving and organisational skills to deliver customer‑centric outcomes.
- Proactive and solutions‑focused, with a strong eye for identifying improvement opportunities.
- Highly organised and detail‑oriented, with the ability to manage multiple priorities effectively.
- Proven ability to collaborate with internal teams and external consultants to achieve shared objectives.
- High emotional intelligence, demonstrating empathy, patience and professionalism across all customer interactions.
- Strong relationship‑building skills, maintaining open and effective communication with colleagues and stakeholders.
- Knowledge of real estate regulations, property market dynamics and sales processes (desirable).
- Agile, adaptable and positive, with the ability to work independently or as part of a team.
- Self‑motivated and forward‑thinking, able to anticipate future work and plan accordingly.
- Willingness to travel and work occasional evenings or weekends to support customer schedules, project milestones or events.
- Proficiency in CRM systems and related tools to manage customer interactions, data and insights effectively.
What we offer
At Cbus Property we strive to create a thriving, high performing and inclusive workplace where very individual feels a deep sense of belonging and empowerment. We build capability, champion innovation and drive continuous improvement creating a people experience that inspires growth, connection and shared success.
We offer our employees a range of benefits including additional annual leave, a professional development program, workplace wellness program and premium office facilities.
How to Apply
Please submit your CV and cover letter via the “Apply Now” button by 5pm on Monday 13 April.
If you have any queries in regard to the role, please contact: careers@cbusproperty.com.au
Cbus Property is committed to creating a diverse environment and is proud to be an equal opportunity employer.
