Customer Relationship Manager – Interiors / Fit-Out

We are seeking a dedicated and proactive Customer Relationship Manager (CRM) who plays a critical liaison role between the buyer/tenant, design consultants, vendors, and the Property Management team during the fit-out/interior phase. The CRM is responsible for facilitating a smooth handover process, reviewing and coordinating drawing submissions, assisting with approvals, planning logistics, guiding the buyer/tenant on technical and operational requirements and ensuring all scope of work is executed in compliance with building guidelines and customer requirements.

Key responsibilities:

Buyer / Tenant Communication & Coordination

·         Serve as the single point of contact for the buyer/tenant during the entire project cycle.

·         Maintain regular and clear communication with the buyer/tenant regarding initial approvals, modifications, progress and inspections.

·         Guide the buyer/tenant through compliance procedures and ensure adherence to RERA policies.

Property Handover & Client Onboarding

·         Pre inspection of property and closure of snags before scheduling formal visit with buyer/tenant

·         Coordinate and facilitate the handover of the purchased property / leased premises in collaboration with the buyer/tenant relations and Property Management teams.

·         Ensure all the snags and pending works identified and agreed upon with buyer/tenant during inspection are attended to facilitate the handover process.

·         Ensure all contractual obligations are met by the buyer/tenant before handover.

·         Prepare and sign the property handover checklist with the buyer/tenant representative.

Drawing Review & Approvals

·         Review and validate all submitted fit-out/interior drawings (e.g., layout plans, MEP, HVAC, electrical, fire protection) for compliance with building guidelines and regulatory codes (e.g., NBC 2016, LEED, WELL).

·         Coordinate with internal technical teams and the Lessor for timely approval or feedback on drawings.

·         Track and ensure timely responses from the buyer/tenant and the Property Manager on submissions.

Fit - Out / Interior Logistics Planning

·         Share the building-specific logistics plan with the buyer/tenant, including routing for materials and manpower, service lift usage, storage zones, debris yard location, etc.

·         Assist in scheduling and allocating temporary storage areas, restrooms, DG locations, and water access points as per approved plans.

Site Visits & Safety

·         Schedule and coordinate customer site visits aligned with project milestones. Ensure proper safety measures are followed during site visits and maintain accurate records of all visit-related activities and feedback.

Communication & Escalation Management

·         Ensure all client communications are acknowledged and responded to with appropriate solutions. In the event of escalations, prepare a detailed case history and collaborate with internal stakeholders to resolve the issue constructively and promptly.

Technical Advisory & Vendor Coordination

·         Address buyer/tenant queries regarding HVAC systems, plumbing, power, fire safety, and structural modifications.

·         Assist the buyer/tenant in identifying or connecting with approved vendors (e.g., modular kitchen, AC systems, fire detection equipment).

·         Review and assess buyer/tenant requests for additional infrastructure or services and help estimate costs where applicable.

Monitoring & Site Supervision

·         Schedule regular site inspections to ensure work progress aligns with approved plans and guidelines.

·         Ensure fit-out/interior activities by the buyer/tenant do not damage common areas, services, or structural components.

·         Verify that noisy or disruptive activities are scheduled as per policy and do not impact other occupants.

Compliance & Safety Enforcement

·         Ensure the buyer/tenant and their vendors follow all prescribed safety guidelines including PPE use, fire safety, debris disposal, and restricted area access.

·         Enforce penalties or recommend halting work in case of serious non-compliance or safety violations.

·         Maintain records of work permits, insurance documents, and safety inductions.

Final Inspection & Close - Out

·         Conduct a final inspection upon completion of fit-out/interior works to confirm alignment with approved drawings.

·         Document any deviations and coordinate rectification if required.

·         Ensure submission of as-built drawings and relevant authority approvals (e.g., CEIG) within stipulated time.

·         Support with certification for final occupancy clearance.

Documentation & Record Keeping

·         Maintain organized and accurate records of all communications, changes, visits, client approvals, and resolutions for accountability and future reference.

·         Maintain documentation of all project specification and statutory approvals

Process Improvement

·         Continuously enhance customer relationship practices, tools, and workflows by collecting feedback from clients and team members.

Customer Feedback & Closure

·         Collect customer feedback during and after the handover, initiate post-handover support if required, and ensure smooth transition to after-sales/customer support team.

Qualification & Skills

·         Bachelor’s degree in Civil Engineering, or a related field

·         3–6 years of experience in customer/client-facing roles, preferably in real estate, construction or architecture

·         Customer coordination experience of at least 1 residential project  

·         Knowledge of finishes material and quality workmanship for premium residential project

·         Proficiency in AutoCAD and ability to read and modify design plans

·         Experience in cost estimation and managing design changes

·         Strong communication and interpersonal skills

·         High attention to detail and strong documentation practices

·         Ability to manage escalations professionally and develop resolution strategies

·         Willingness to work onsite and coordinate with multiple teams

·         Basic technical knowledge of civil, MEP, HVAC, and fire safety systems

·         Understanding of green building and wellness certifications (LEED, WELL)

·         Strong project coordination and multitasking ability

·         Conflict resolution skills with a focus on buyer/tenant management