Customer Relation Management, Facility

3 days ago

Mumbai, Maharashtra, India DC Consultants Full time ₹ 12,00,000 - ₹ 18,00,000 per year


Job Description:

Job Summary: 

We are seeking a highly motivated and experienced professional to oversee Customer Relationship Management (CRM), Facility Management, and Hospitality Services within a construction or real estate development environment. This role is pivotal in ensuring high client satisfaction, seamless operation of facility services, and exceptional hospitality standards during and post-project delivery. 

Key Responsibilities:

Customer Relationship Management (CRM): 

  • Act as the primary point of contact between clients and the project team throughout the construction lifecycle.
  • Build and maintain strong, long-lasting customer relationships.
  • Address client inquiries, concerns, and feedback promptly and professionally.
  • Coordinate client walkthroughs, handovers, and after-sales services.
  • Monitor and enhance customer satisfaction through regular follow-ups and service assessments.
  • Maintain CRM systems and ensure data integrity for all client records. 

Facility Management:

  • Oversee the maintenance and upkeep of project sites and completed facilities (common areas, showrooms, sample flats, etc.).
  • Coordinate with vendors, service providers, and contractors to ensure timely and quality service delivery.
  • Ensure compliance with health, safety, and environmental regulations.
  • Monitor facility budgets, utilities, and operational expenses.
  • Implement preventive and corrective maintenance schedules. 

Hospitality Management:

  • Manage on-site hospitality services, including front desk, reception, guest handling, and event support.
  • Organize and oversee hospitality arrangements for client visits, site tours, and project launches.
  • Ensure high-quality customer service standards are maintained by all front-facing personnel.
  • Train and supervise hospitality staff to deliver a premium customer experience.
  • Collaborate with marketing and sales for hosting promotional or engagement events. 

Required Skills and Qualifications:

  • Bachelor's degree in Hospitality Management, Business Administration, Facility Management, or related field.
  • 10+ years of experience in customer service, hospitality, or facility management, preferably within the construction or real estate sector.
  • Strong interpersonal and communication skills.
  • Proficiency in CRM and facility management software.
  • Ability to manage multiple tasks and work in a fast-paced environment.
  • Problem-solving mindset with attention to detail.
  • Professional appearance and client-oriented attitude. 

Preferred Qualifications:

  • Prior experience in luxury real estate or high-end construction projects.
  • Certification in Facilities Management (e.g., IFMA, FMP, PMP).
  • Knowledge of local building and safety codes.

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