Customer Relationship Manager

1 day ago

Mumbai, Maharashtra, India CoWrks Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Job Description

Customer Relationship Manager - Converge

Location: Mumbai
Employment Type: Full Time

Roles and Responsibilities

The Customer Relationship Manager (CRM) will be the primary point of contact for all tenant matters on campus, dedicated to building strong tenant relationships and ensuring tenant satisfaction. This role will also support the broader campus operations by driving revenue through Space on Hire (SOH) and catering, coordinating events, and managing their execution in collaboration with the Operations Manager. The CRM will champion tenant engagement while overseeing event logistics and contributing to commercial outcomes.

Key Responsibilities
  • Act as the single point of contact (SPOC) for all tenant matters, ensuring quick, effective communication and issue resolution.
  • Build and maintain strong tenant relationships to understand and meet their needs.
  • Coordinate tenant engagement programs and community events to enhance tenant experience.
  • Plan and manage events with support from the Operations Manager, ensuring smooth execution.
  • Drive revenue growth through Space on Hire (SOH) and premium amenity activations.
  • Collaborate with campus teams to meet tenant requests and uphold service standards.
  • Monitor tenant feedback and service quality, providing insights to the Experience Manager for improvements.
  • Manage tenant onboarding and orientation programs to ensure smooth campus integration.
  • Liaise with leasing teams to support tenant retention and contract adherence.
  • Support implementation of the Converge app with all its features.
  • Assist in crisis and conflict resolution related to tenant concerns with a customer-first approach.
Behavioural Attributes
  • Exemplifies grace, composure, and service excellence reflective of a luxury environment.
  • A self-starter with sound commercial judgment and a passion for elevating experiences.
  • Efficient in stakeholder management, negotiation, and relationship building.
  • Detail-oriented and organized with strong follow-through and execution capability.
  • Embodies integrity, accountability, and a solution-oriented mindset.

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