Regional Manager

13 hours ago

Mumbai, Maharashtra, India Fairgrowth Management Consultants Pvt. Ltd. Full time ₹ 12,00,000 - ₹ 36,00,000 per year

We are hiring on behalf of our
Esteemed Real Estate Client
, a company that has redefined the market through its unwavering commitment to ethics, transparency, and world-class quality.

About the Role

The
Customer Excellence & Grievance Redressal - Regional Manager
will oversee overall customer experience, hospitality and end-to-end grievance redressal process for homebuyers and customers across residential/commercial projects in the assigned region. The role involves:

  • Enhance Customer Experience at all touchpoints consistently
  • Infuse Hospitality elements across the journey and through customer association with L&T
  • Response management
  • Grooming & Etiquette standard management reflection in all conversations & communications
  • Addressing customer concerns as per CGRT Process flow
  • Collaborating with internal departments to drive customer satisfaction and process excellence internally as well

Responsibilities

  • Handle escalated customer grievances related to home purchases, project delivery, payment plans, documentation, post-possession services
  • Work closely with Sales, CRM, Projects, and Legal departments to ensure timely resolution of complaints.
  • Ensure processes comply with RERA guidelines, company policies, and customer-centric best practices.
  • Conduct trend analysis of customer feedback to identify recurring issues and recommend process improvements.
  • Implement proactive measures to reduce complaint volumes and improve the overall homebuyer experience.
  • Maintain detailed complaint logs, prepare periodic reports, and share insights with senior management for decision-making.
  • Conduct periodic training for regional teams on customer grievance policies, escalation protocols, and customer service standards.

Qualifications

  • 12-15+ years of experience in customer service, grievance redressal, or CRM roles
  • Knowledge of real estate regulations (RERA), project lifecycle, and customer journey in residential sales.
  • Proficiency in CRM software (Salesforce/SFDC preferred) and MS Office tools.
  • Excellent communication, negotiation, and interpersonal skills with a customer-centric approach.
  • Strong analytical and problem-solving capabilities with the ability to handle escalations effectively.
  • Experience in handling regional-level operations and multi-project portfolios will be an added advantage.

Required Skills

  • Customer service expertise
  • Grievance redressal knowledge
  • CRM software proficiency
  • Strong communication skills
  • Analytical skills

Pay range and compensation package

Competitive salary with performance-linked incentives. Opportunity to grow into Pan-India Grievance Management Leadership Roles as the organization scales.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.

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