Manager, Sales Operation (Real Estate)

SCOPE OF POSITION

The Sales Operation Manager (SOM) is responsible for leading and managing the operational backbone of the Real Estate Sales Department. This role ensures seamless coordination between internal teams, external agency partners and clients, with a primary focus on Customer database management, quotation accuracy, sales process compliance, and service excellence.

The SOM leads a team of 4–6 members to ensure professional, consistent, and responsive support to all sales activities as well as safeguards operational precision, timely communication, and an outstanding client experience.

This position requires a hands-on leader who thrives in a dynamic, customer-centric environment, maintains a proactive attitude, and ensures high responsiveness to agency and customer inquiries.

RESPONSIBILITIES AND ACCOUNTABILITIES

1. Operation Management:

• Oversee and manage day-to-day sales support operations, ensuring smooth communication and execution between internal departments and external agency partners.

• Maintain and supervise the Sales Gallery operations — enforce sales gallery SOPs (visitor management, tour flow, registration, standards, feedback collection etc.).

• Monitor and ensure the accuracy and timeliness of price quotations, sales promotion, unit availability, and payment information shared with agency partners and internal stakeholders.

• Manage the Sales system: ensure data accuracy, lead tracking, and follow up effectively.

• Supervise the Sales Operation Team (4–6 members) – including recruitment, training, scheduling, performance evaluation – to ensure smooth execution of visitor tours, customer booking, payment schedules, contract processing, and document compliance.

2. Sales Activities Support:

• Serve as the primary operational contact point — ensuring timely support on sales kits, product information, pricing, paperwork, and system queries.

• Work closely with the Senior Sales Manager & Assistant Sales Manager to support sales activities enablement and ensure smooth coordination.

• Ensure confidentiality and accuracy when managing customer database and handling high-value deals or other special requests.

• Provide daily operational reports and improvement recommendations to the Senior Sales Manager.

3. Team Management:

• Lead by example in professionalism, responsiveness, and working attitude.

• Manage Sales Operation team through effective training, coaching, and performance tracking. Encourages ownership, flexibility, and continuous learning.

• Monitor and evaluate team KPIs through agency's conversion rates & customer satisfaction. Ensuring efficiency, compliance, and service excellence.

• Maintain a proactive and solution-oriented work culture — fostering a “can-do” attitude and willingness to support clients or agencies outside of normal hours when necessary.

1. Education:

• Bachelor’s degree in Business Administration, Real Estate, Marketing, or a related field.

• Professional training in operations management, or customer experience is an advantage.

2. Experience:

• 3–5 years of professional experience in sales operations, preferably in luxury real estate, resort property development, or hospitality sales.

• At least 2 years of team management experience.

• Strong understanding of real estate sales systems, database management, and quotation management processes.

• Proven ability to coordinate across multiple stakeholders and manage a fast-paced, detail-sensitive workflow.

3. Skills & Competencies:

• Operational mastery: High accuracy, attention to detail, and process discipline.

• Database management proficiency: Experienced in managing customer data integrity, reporting, and user training.

• Communication & coordination: Excellent interpersonal and cross-functional collaboration skills.

• Leadership: Motivational, structured, and empathetic team leader.

• Language: Fluent in English (spoken and written); Mandarin, Cantonese or Korean is an asset.

• Tech proficiency: Advanced Excel, PowerPoint, and database management (Salesforce, HubSpot, or equivalent).

4. Personal Attributes:

• Highly responsible, responsive, and reliable.

• Positive, proactive, and adaptable to extended or irregular working hours.

• Calm under pressure with strong problem-solving skills.

• Professional appearance and demeanor suitable for a luxury environment.

• Ambitious, team-oriented, and driven by KPIs and incentive-based achievements.

5. Performance Indicators (KPIs):

• Operational accuracy: Zero error rate in quotations and CRM data.

• Responsiveness: Average inquiry response time within defined SLA.

• Agency satisfaction: Positive feedback score and reduced complaint ratio.

• Team efficiency: Gallery readiness, shift compliance, and team productivity metrics.

• Customer satisfaction: Post-visit feedback and service quality ratings.

• Process improvement: Implementation of operational enhancements and workflow optimizations.