Senior Director – Destination Services (Hong Kong)

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OUR POSITION IN A NUTSHELL

The Client Services Director is responsible for leading strategic client relationships, ensuring exceptional service delivery, and driving operational excellence delivered by the Destination Services team in HK. This role serves as the primary liaison between clients, operations, and internal stakeholders, ensuring client expectations are clearly communicated, consistently met, and proactively managed.

In addition to account leadership responsibilities, the role provides senior oversight of the Hong Kong business, supporting destination services, real estate services, education consulting, tenancy management, temporary living, and operational support functions. The Client Services Director acts as a trusted advisor to clients, relocation management companies (RMCs), and internal teams while fostering relationships that support long-term business growth and service quality.

WHAT YOU WILL ACCOMPLISH

Leadership & Market Oversight (15%)

• Lead the Hong Kong team and provide direction across Real Estate Services, Destination Services, Education Consulting, Tenancy Management, Temporary Living, and Operational Support functions delivered in Hong Kong.
• Act as the senior escalation point for complex matters involving clients, RMCs, assignees, landlords, agents, and vendors.
• Support VIP clients and strategic accounts requiring senior-level engagement and oversight.
• Represent the Hong Kong business in leadership meetings, client presentations, mock tours, sales discussions, market updates, and business development activities.
• Facilitate regular DSC meetings to discuss market conditions, service standards, client expectations, operational updates, and process improvements.
• Support recruitment, development, retention, and engagement of DSCs and market resources.
• Monitor residential leasing, schooling, and temporary accommodation market trends and provide guidance to both internal and external stakeholders.

• Contribute to business planning, service improvement initiatives, and strategic growth opportunities across the Hong Kong market.

• Approve business expenses, client-related payments, office expenses, and other outgoings in line with company approval controls.
• Review and sign off on DSC commission calculations where applicable

Client Relationship Management (35%)

• Build and maintain strong, consultative relationships with client stakeholders across Supply Chain, Operations, Account Management, and Mobility teams.
• Serve as the primary point of contact for client inquiries related to service delivery, market intelligence, policy interpretation, scope modifications, and new business opportunities.
• Partner with Operations Directors and service delivery teams to ensure alignment on client expectations and service standards.
• Facilitate effective communication between clients and operational teams to promote consistent understanding and execution.
• Collaborate with Supply Chain and Operations teams to ensure adequate market coverage and support resources.
• Plan and lead client-requested mock tours, including preparation, coordination with Destination Services Consultants (DSCs), on-site participation, and presentation of Dwellworks capabilities and market expertise.
• Participate in VIP look-sees, home searches, check-ins, check-outs, and other high-touch client activities as required.
• Support Global Account Management Team in strengthening overall client relationships and identifying opportunities for growth.
• Support the preparation and delivery of annual and quarterly client business reviews.
• Partner with Global Account Management Team to present performance outcomes, market insights, strategic recommendations, and future opportunities for client engagement and growth.
• Travel for in-person client meetings in Hong Kong and across APAC.
• Travel to provide positive company representation at in-region industry conferences.

Client Performance, Reporting & Issue Resolution (30%)

• Act as the central point of contact for client escalations, coordinating resolution efforts across all relevant Dwellworks departments.
• Lead service recovery initiatives and ensure timely communication and resolution of client concerns.
• Monitor, analyse, and report on client volumes, revenue, service performance, and operational trends through monthly, quarterly, and annual reporting.
• Lead client scorecard and performance review meetings, providing insights and recommendations to support continuous improvement.
• Track, analyse, and trend service defects, client feedback, and escalation data to identify improvement opportunities.
• Support responses to Requests for Proposal (RFPs), client questionnaires, and other business development initiatives.
• Escalate significant client risks and account concerns to senior leadership as appropriate.

Operational Partnership & Service Excellence (20%)

• Partner closely with Operations teams to ensure flawless execution of service delivery standards.
• Participate in problem-solving initiatives to address client requirements, service challenges, product solutions, and process improvements.
• Serve as a client advocate while balancing commercial, operational, and service delivery objectives.
• Support the implementation and onboarding of new clients, ensuring successful transitions and communication of client-specific requirements.
• Collaborate with internal teams, including Accounting, Supply Chain, Operations, and Account Management, to ensure alignment and service consistency.
• Support special projects and client initiatives as assigned.
• Lead or support budget planning and periodic budget reviews for the Hong Kong business.
• Attend or contribute to monthly global finance discussions where Hong Kong input is required.
• Prepare and submit weekly revenue forecasts and respond to finance-related questions and follow-up enquiries.
• Oversee aged receivables reviews, resolution of disputed accounts receivable, and provide related feedback to the business.
• Ensure appropriate audit and validation controls are in place for sensitive financial transactions, client trust account outgoings, float accounts, and client-related payments.

WHAT WE’RE LOOKING FOR

Preferred Experience 

• Significant leadership experience in Destination Services, Global Mobility, Corporate Relocation, Real Estate Services, Client Services, Account Management, or a related field.
• Strong knowledge of the Hong Kong residential leasing market, landlord and agency practices, tenancy administration, international schooling options, serviced apartments, and expatriate relocation requirements.
• Demonstrated success managing senior client relationships, RMC partnerships, VIP relocations, escalations, service reviews, and commercially sensitive discussions.
• Experience leading cross-functional teams and driving operational excellence in a client-focused environment.
• Hold, or be able to obtain an Estate Licence issued by the EAA
• Understanding of Hong Kong Estate Agents Authority (EAA) licensing requirements and applicable compliance standards. Relevant licensing, or the ability to obtain and maintain required licensing, is preferred where regulated real estate activities are undertaken.

Skills & Competencies 

• Strong client relationship management and stakeholder engagement skills.
• Commercial acumen with the ability to balance client needs and business objectives.
• Excellent verbal and written communication skills.
• Proven leadership and people management capabilities.
• Strong analytical, strategic thinking, and problem-solving skills.
• Exceptional organisational and prioritisation skills with the ability to manage multiple initiatives simultaneously.
• High level of discretion and ability to manage confidential information.
• Self-motivated with the ability to work independently and collaboratively in a fast-paced environment.
• Strong attention to detail and commitment to service excellence.
• Willingness to travel as required.

ABOUT DWELLWORKS

At Dwellworks, we are passionate about delivering exceptional relocation and destination services experiences. Our culture is built on integrity, collaboration, innovation, and continuous improvement. We value diverse perspectives and are committed to creating an inclusive workplace where associates can learn, grow, and thrive.

Dwellworks is an Equal Opportunity Employer.

Learn more: https://www.dwellworks.com