Client Delivery Manager, Villa Construction

Role Purpose

The Client Delivery Manager, Villa Construction is responsible for managing the client experience from post-sale onboarding through villa construction, reporting, handover, and early post-handover follow-up. The role protects client trust by ensuring that every construction update is accurate, timely, clear, and aligned with the actual position on site.

Based in Lombok, this person acts as the bridge between clients and the internal delivery teams. The role must understand live construction progress, verify information with the right teams, manage client expectations, and ensure all client-facing communication reflects a premium, controlled, and professional standard.

Role Positioning

• This is a client-facing construction journey role, not a pure reporting or administration role.

• The role owns the client-facing rhythm from sale completion to villa handover, including monthly updates, issue follow-up, client questions, site visit coordination, and handover readiness.

• The role does not replace the Construction Manager, Project Manager, Finance team, or Legal team. It coordinates information from those teams and converts it into clear client communication.

• The role must be close enough to the site to understand progress, risks, delays, and quality issues before they become client confidence problems.

Key Outcomes

• Clients receive clear, accurate, and timely construction updates without needing to chase repeatedly.

• Management has one reliable view of client status, reporting history, construction milestones, payments, issues, and handover readiness.

• Internal teams work from one agreed source of truth for client-related construction information.

• Client concerns, delays, variations, and handover risks are tracked early, escalated properly, and closed with clear ownership.

• The post-sale experience strengthens the brand instead of becoming a weak point after the agreement is signed.

Core Responsibilities

1. Client Onboarding and Construction Journey Ownership

• Own the client journey after sale completion and ensure each client understands the construction process, reporting rhythm, key milestones, payment milestones, and communication channels.

• Create a structured onboarding record for every client, including contract details, villa code, agreed scope, payment schedule, key dates, and known sensitivities.

• Maintain a clear client journey tracker from post-sale onboarding to handover and early post-handover follow-up.

• Ensure no client is left unclear on where their villa stands, what comes next, and who is handling each issue.

2. Construction Progress Coordination and Site Visibility

• Conduct regular coordination with Construction, Project Management, Site Operations, and relevant consultants to understand actual villa progress.

• Review construction milestones, site images, progress notes, delay risks, quality issues, and upcoming works before client communication is issued.

• Verify that reported progress matches the actual site condition and is not based only on desk updates.

• Translate technical construction updates into clear client-facing language without overpromising or creating unnecessary concern.

3. Client Reporting and Communication Excellence

• Oversee the full monthly villa construction report cycle for all active clients.

• Ensure all monthly reports are accurate, structured, visually presentable, and issued within 5 working days of month-end.

• Act as the final review gate before client reports, updates, or sensitive explanations are issued.

• Check consistency between current reports, previous client communication, site status, payment status, and known commercial commitments.

• Handle client follow-ups in a calm, professional, solution-oriented manner.

• Keep all client communication clear, factual, respectful, and aligned with the agreed internal position.

4. Issue, Risk, and Escalation Management

• Maintain a live tracker of client concerns, construction delays, pending answers, variation requests, quality concerns, payment sensitivities, and handover risks.

• Escalate material issues early to the appropriate internal owner before the client relationship is affected.

• Coordinate one agreed internal response before clients receive explanations on delays, changes, defects, or sensitive matters.

• Ensure each issue has a named owner, next action, target date, and closure record.

• Identify recurring client concerns and recommend process improvements to reduce repeated questions or confusion.

5. Client Data, CRM, and Document Control

• Own the only source of truth for all active villa construction clients.

• Maintain complete and current client records, including personal details, villa code, contract data, payment history, construction milestones, correspondence, decisions, and open issues.

• Ensure full alignment between the CRM system, client folders, contract records, payment records, and construction reporting files.

• Ensure all client-related documents and communication records are filed within 48 hours.

• Enforce clean naming conventions, document filing standards, and communication history records.

6. Finance, Legal, and Commercial Coordination

• Coordinate with Finance to validate payment status, payment milestones, overdue items, and payment-linked construction milestones before client updates are issued.

• Coordinate with Legal when contract terms, scope obligations, handover provisions, or formal notices need to be checked before communicating with a client.

• Support Sales and Client Relations by providing accurate post-sale status updates and client history when needed.

• Track client variation requests or commercial commitments and ensure they are properly documented, approved, and reflected in client records.

7. Site Visits, Handover, and Post-Handover Follow-Up

• Coordinate client site visits, including agenda, site readiness, safety requirements, transport coordination, and briefing notes for internal teams.

• Prepare clear visit summaries and follow-up actions after client visits.

• Support pre-handover readiness checks by coordinating required documentation, open defects, client expectations, and internal sign-offs.

• Ensure handover communication is structured, complete, and aligned with Finance, Legal, Construction, and Operations.

• Track early post-handover follow-up items and ensure they are closed properly.

8. Systems, Process Governance, and Continuous Improvement

• Design, implement, and improve structured workflows for client reporting, issue tracking, site visit coordination, handover preparation, and document control.

• Ensure adherence to reporting timelines, filing standards, naming conventions, CRM hygiene, and escalation rules.

• Create simple templates, checklists, and dashboards that improve clarity for management and consistency for clients.

• Recommend improvements when recurring internal gaps create client confusion, reporting delays, or avoidable escalations.