Customer Relationship Manager

Position: CRM Lead

Location: Baner

Department: Customer Relationship Management

Qualification: Graduate

Experience: CRM Operations (Real Estate / Facility Management preferred)

Job Summary:

We are looking for a dedicated and customer-focused Site Team Lead CRM to manage on-ground customer relationship activities at the project site. The ideal candidate will handle resident interactions, coordinate with internal teams for issue resolution, and ensure a seamless customer experience.

Key Responsibilities:

* Lead the on-site CRM team for effective handling of resident queries, complaints, and service requests.

* Act as the primary point of contact between residents and internal/external stakeholders.

* Coordinate with Operations, Facility Management, Technical, Housekeeping, and Security teams to close customer issues.

* Track and ensure closure of CRM tickets within defined TATs and SLAs.

* Maintain accurate updates in CRM systems and ensure documentation.

* Handle escalations proactively and provide timely solutions.

* Conduct regular follow-ups with residents and ensure high satisfaction levels.

* Prepare daily/weekly MIS reports and share with management.

* Support handovers, NOCs, possession activities, and other site-level customer interactions.

* Guide and mentor team members to improve service quality.

Required Skills & Competencies:

* Hands-on experience in CRM operations (Real Estate / Facility Management preferred).

* Strong customer service and communication skills.

* Ability to manage stakeholders and resolve conflicts.

* Good understanding of site operations and FM processes.

* Leadership skills with experience managing small to mid-sized teams.

* Proficiency in MS Office and CRM tools.

Qualification:

* Graduate in any discipline.