Customer Relationship Management Manager

Department: Operations / Customer ExperienceLocation: GurgaonReporting To: Head – Operations / Director – ProjectsJob Purpose:The Customer Relationship Manager at Glanz Windows Pvt. Ltd. is responsible for managing end-to-end coordination among internal departments—Sales, Production, Procurement, and Site Execution—to ensure timely, accurate, and high-quality project delivery. This role serves as the strategic liaison between clients and internal, ensuring that customer expectations are met or exceeded while aligning operational workflows with business objectives.Key Responsibilities:1. Interdepartmental CoordinationLead coordination efforts between Sales, Production, Procurement, and Site Execution teams to align project timelines and deliverables.Review project requirements from Sales and ensure clarity and feasibility with Production and Procurement.Oversee material readiness and delivery in sync with site execution timelines.2. Client Relationship ManagementAct as the single point of contact for key clients from order finalization to project handover.Communicate proactively with clients on project milestones, changes, and execution plans.Manage escalations professionally and drive internal resolutions efficiently.3. Project Oversight & Workflow ManagementMonitor project progress using project management tools and maintain trackers for production status, procurement schedules, and installation readiness.Ensure the timely flow of information and approvals across departments.Conduct periodic review meetings with internal teams and provide status updates to clients and senior management.4. Documentation & ComplianceEnsure all documentation—including technical drawings, BOQs, inspection reports, and handover documents—is updated and shared across departments.Support site teams with the necessary documentation and material coordination for smooth installation.Maintain complete and accurate client files and communication logs.5. Quality Assurance & Delivery ManagementCollaborate with QA/QC teams to ensure quality checks are completed at key stages of production and installation.Support the site team to ensure installations adhere to quality and safety standards.Facilitate final handover procedures including snag rectification and client feedback collection.Key Skills & Competencies:Strong leadership and team coordination skillsExcellent written and verbal communicationProblem-solving and conflict-resolution abilitiesHigh proficiency in MS Excel, project tracking tools, and ERP/CRM systemsStrong understanding of production and site execution dynamics in the fenestration industryQualifications & Experience:Bachelor’s degree in Engineering, Business Administration, or related technical field (MBA is an advantage)5–8 years of relevant experience in Customer Relationship Management or Project Coordination, preferably in the building materials, fenestration, or façade industryProven track record of managing multi-team coordination for high-value residential or commercial projectsKey Performance Indicators (KPIs):Client satisfaction scores and feedbackProject delivery timelines adherenceEscalation resolution timeCoordination efficiency across departmentsAccuracy and completeness of reporting and documentation