Customer Relationship Professional

Are you a detail-oriented professional with excellent communication skills and a passion for delivering exceptional customer experiences?

This Customer Relationship Manager (CRM) role is perfect for someone who thrives in a fast-paced environment, enjoys working with various stakeholders, and takes pride in ensuring seamless project execution.

We are seeking a CRM to join our team and play a critical liaison role between buyers/tenants, design consultants, vendors, and our Property Management team during the fit-out/interior phase. As a CRM, your primary responsibility will be to facilitate a smooth handover process, review and coordinate drawing submissions, assist with approvals, plan logistics, guide buyers/tenants on technical and operational requirements, and ensure all scope of work is executed in compliance with building guidelines and customer requirements.

1. Buyer / Tenant Communication & Coordination
2. • Serve as the single point of contact for the buyer/tenant during the entire project cycle.
   • Maintain regular and clear communication with the buyer/tenant regarding initial approvals, modifications, progress, and inspections.
   • Guide the buyer/tenant through compliance procedures and ensure adherence to RERA policies.
3. Property Handover & Client Onboarding
4. • Pre-inspection of property and closure of snags before scheduling formal visit with buyer/tenant
   • Coordinate and facilitate the handover of the purchased property/leased premises in collaboration with the buyer/tenant relations and Property Management teams.
   • Ensure all the snags and pending works identified and agreed upon with buyer/tenant during inspection are attended to facilitate the handover process.
   • Ensure all contractual obligations are met by the buyer/tenant before handover.
   • Prepare and sign the property handover checklist with the buyer/tenant representative.
5. Drawing Review & Approvals
6. • Review and validate all submitted fit-out/interior drawings (e.g., layout plans, MEP, HVAC, electrical, fire protection) for compliance with building guidelines and regulatory codes (e.g., NBC 2016, LEED, WELL).
   • Coordinate with internal technical teams and the Lessor for timely approval or feedback on drawings.
   • Track and ensure timely responses from the buyer/tenant and the Property Manager on submissions.
7. Fit-Out / Interior Logistics Planning
8. • Share the building-specific logistics plan with the buyer/tenant, including routing for materials and manpower, service lift usage, storage zones, debris yard location, etc.
   • Assist in scheduling and allocating temporary storage areas, restrooms, DG locations, and water access points as per approved plans.
9. Site Visits & Safety
10. • Schedule and coordinate customer site visits aligned with project milestones. Ensure proper safety measures are followed during site visits and maintain accurate records of all visit-related activities and feedback.
11. Communication & Escalation Management
12. • Ensure all client communications are acknowledged and responded to with appropriate solutions. In the event of escalations, prepare a detailed case history and collaborate with internal stakeholders to resolve the issue constructively and promptly.
13. Technical Advisory & Vendor Coordination
14. • Address buyer/tenant queries regarding HVAC systems, plumbing, power, fire safety, and structural modifications.
    • Assist the buyer/tenant in identifying or connecting with approved vendors (e.g., modular kitchen, AC systems, fire detection equipment).
    • Review and assess buyer/tenant requests for additional infrastructure or services and help estimate costs where applicable.
15. Monitoring & Site Supervision
16. • Schedule regular site inspections to ensure work progress aligns with approved plans and guidelines.
    • Ensure fit-out/interior activities by the buyer/tenant do not damage common areas, services, or structural components.
    • Verify that noisy or disruptive activities are scheduled as per policy and do not impact other occupants.
17. Compliance & Safety Enforcement
18. • Ensure the buyer/tenant and their vendors follow all prescribed safety guidelines including PPE use, fire safety, debris disposal, and restricted area access.
    • Enforce penalties or recommend halting work in case of serious non-compliance or safety violations.
    • Maintain records of work permits, insurance documents, and safety inductions.
19. Final Inspection & Close-Out
20. • Conduct a final inspection upon completion of fit-out/interior works to confirm alignment with approved drawings.
    • Document any deviations and coordinate rectification if required.
    • Ensure submission of as-built drawings and relevant authority approvals (e.g., CEIG) within stipulated time.
    • Support with certification for final occupancy clearance.
21. Documentation & Record Keeping
22. • Maintain organized and accurate records of all communications, changes, visits, client approvals, and resolutions for accountability and future reference.
    • Maintain documentation of all project specification and statutory approvals.
23. Process Improvement
24. • Continuously enhance customer relationship practices, tools, and workflows by collecting feedback from clients and team members.
25. Candidate Qualification & Skills:
26. • Bachelor's degree in Civil Engineering or related field
    • 3–6 years of experience in customer/client-facing roles, preferably in real estate, construction, or architecture
    • Customer coordination experience of at least 1 residential project
    • Knowledge of finishes material and quality workmanship for premium residential projects
    • Proficiency in AutoCAD and ability to read and modify design plans
    • Experience in cost estimation and managing design changes
    • Strong communication and interpersonal skills
    • High attention to detail and strong documentation practices
    • Ability to manage escalations professionally and develop resolution strategies
    • Willingness to work onsite and coordinate with multiple teams
    • Basic technical knowledge of civil, MEP, HVAC, and fire safety systems
    • Understanding of green building and wellness certifications (LEED, WELL)
    • Strong project coordination and multitasking ability
    • Conflict resolution skills with a focus on buyer/tenant management