Asst Manager- Customer Relations

Key Responsibilities:

Customer Experience Management:

• Act as the primary point of contact for customers post-booking and ensure seamless handholding throughout the project lifecycle.
  
• Coordinate with internal teams (sales, projects, finance, legal, CRM) to resolve customer queries and grievances in a timely manner.
  
• Monitor customer interactions and maintain accurate records in CRM systems.
  
• Support during project handovers, possession activities, and customer meets.
  

Loyalty & Engagement Programs:

• Drive customer loyalty programs, referral schemes, and engagement initiatives.
  
• Organize customer events, appreciation programs, and feedback sessions.
  
• Track referral conversions and ensure smooth processing of benefits.
  
• Build long-term relationships with customers, turning them into brand ambassadors.
  

Customer Feedback & Service Improvement:

• Collect customer feedback at various touchpoints and escalate critical issues.
  
• Analyze satisfaction surveys, complaint logs, and feedback data to identify service improvement areas.
  
• Work closely with management to implement process improvements for better customer experiences.
  

Reporting & MIS:

• Prepare regular reports on customer experience KPIs (complaint resolution, TAT, referral program performance, NPS scores).
  
• Share insights with senior management for strategic decision-making.
  

Key Skills & Competencies:

• Excellent communication and interpersonal skills.
  
• Strong customer service orientation with empathy and patience.
  
• Problem-solving and conflict resolution skills.
  
• Good organizational and multitasking ability.
  
• Proficiency in MS Office and CRM tools.
  
• Event coordination and customer engagement skills.
  

Qualification & Experience:

• Graduate / Postgraduate in Business Administration / Marketing / Customer Relationship Management.
  
• 36 years of experience in customer service, CRM, or customer experience roles (preferably in real estate / hospitality / service industries).
  
• Experience in handling loyalty/referral programs will be an added advantage.