Customer Relationship Manager

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Position: Customer Relationship Manager (CRM)
Business Line: Property and Asset Management

The Customer Relationship Manager (CRM) will be responsible for managing all customer service functions, with a core focus on complaint resolution, resident documentation, and the Move-In/Move-Out (MIMO) process. The role involves leading the CRE team, streamlining customer touchpoints, ensuring service excellence, and maintaining compliance in resident-related documentation.

1. Complaint Management

• Own the end-to-end complaint lifecycle—registration, allocation, follow-up, and closure.
• Track complaints through platforms such as NBH, ensuring strict adherence to SLA and TAT.
• Analyse complaint trends and submit reports to the Property Manager for performance review and process enhancement.

2. CRE Team Supervision

• Lead and manage the Customer Relationship Executive (CRE) team.
• Conduct performance reviews, shift planning, training, and adherence to grooming and service SOPs.
• Ensure consistent coverage and shift-wise reporting for uninterrupted resident service.

3. Customer Engagement & Communication

• Implement feedback collection mechanisms, conduct customer satisfaction surveys, and present monthly analytics.
• Coordinate proactive and reactive communication to residents regarding services, maintenance, and community updates.
• Handle escalations, direct interactions, and high-sensitivity cases with professionalism and empathy.

4. Resident Documentation & MIMO Process

• Manage and maintain accurate resident database, tenant records, ownership/tenancy documents, and ID proofs.
• Oversee Move-In/Move-Out (MIMO) procedures: documentation, approvals, checklists, coordination with security and operations teams.
• Ensure timely issuance of welcome kits, society guidelines, No Dues Certificates (NDC), and access permissions during onboarding/offboarding of residents.
• Maintain digital and physical logs of resident information in line with compliance and data confidentiality protocols.

5. Coordination with Internal Teams

• Liaise with departments such as Engineering, Housekeeping, Security, and Horticulture for seamless resolution of resident concerns.
• Coordinate with accounts for No Dues, billing clarifications, and service-related financial queries.
• Support operational planning for events, emergencies, or service interventions affecting residents.

6. Documentation & Reporting

• Maintain updated logs of complaints, feedback, calls, interactions, and CRE performance.
• Submit Daily Management Reports (DMR), Monthly Management Reports (MMR), and Complaint Dashboards in a timely manner.

• Project: Tata Primanti, Sector 72, Gurgaon
• Type: Premium Residential Township
• Work Schedule: 6 Working Days, 1 Weekly Off
• Reporting To: Property Manager
• Team: 2–3 Customer Relationship Executives (CREs) reporting to the CRM

Educational Background

• Graduate or Postgraduate in Hospitality Management, Customer Relations, or Business Administration.

Professional Experience

• Minimum 4–6 years of customer-facing experience, with at least 2 years in a team lead or managerial role.
• Prior exposure to residential property management, MIMO handling, or high-end hospitality preferred.

Skill Set

• Strong team leadership, complaint handling, and customer interaction skills.
• Fluent in English and Hindi (spoken and written).
• Proficient in MS Office, MS Excel, customer service portals, CRM tools, and mobile applications.
• Organized and detail-oriented with strong documentation management abilities.
• Professional grooming and a resident-first service mindset.

At JLL, you will operate in a performance-driven, inclusive, and premium environment. We offer:

• Opportunities for leadership growth and structured career progression.
• A collaborative work culture with access to advanced training modules.
• Competitive compensation and the industry's best Total Rewards framework.

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If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements.  We're interested in getting to know you and what you bring to the table

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