Job
Description
JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Position: Customer Relationship Manager (CRM)
Business Line: Property and Asset Management
Job OverviewThe Customer Relationship Manager (CRM) will be responsible for managing all customer service functions, with a core focus on complaint resolution, resident documentation, and the Move-In/Move-Out (MIMO) process. The role involves leading the CRE team, streamlining customer touchpoints, ensuring service excellence, and maintaining compliance in resident-related documentation.
Key Responsibilities1. Complaint Management
Own the end-to-end complaint lifecycle—registration, allocation, follow-up, and closure.
Track complaints through platforms such as NBH, ensuring strict adherence to SLA and TAT.
Analyse complaint trends and submit reports to the Property Manager for performance review and process enhancement.
2. CRE Team Supervision
Lead and manage the Customer Relationship Executive (CRE) team.
Conduct performance reviews, shift planning, training, and adherence to grooming and service SOPs.
Ensure consistent coverage and shift-wise reporting for uninterrupted resident service.
3. Customer Engagement & Communication
Implement feedback collection mechanisms, conduct customer satisfaction surveys, and present monthly analytics.
Coordinate proactive and reactive communication to residents regarding services, maintenance, and community updates.
Handle escalations, direct interactions, and high-sensitivity cases with professionalism and empathy.
4. Resident Documentation & MIMO Process
Manage and maintain accurate resident database, tenant records, ownership/tenancy documents, and ID proofs.
Oversee Move-In/Move-Out (MIMO) procedures: documentation, approvals, checklists, coordination with security and operations teams.
Ensure timely issuance of welcome kits, society guidelines, No Dues Certificates (NDC), and access permissions during onboarding/offboarding of residents.
Maintain digital and physical logs of resident information in line with compliance and data confidentiality protocols.
5. Coordination with Internal Teams
Liaise with departments such as Engineering, Housekeeping, Security, and Horticulture for seamless resolution of resident concerns.
Coordinate with accounts for No Dues, billing clarifications, and service-related financial queries.
Support operational planning for events, emergencies, or service interventions affecting residents.
6. Documentation & Reporting
Maintain updated logs of complaints, feedback, calls, interactions, and CRE performance.
Submit Daily Management Reports (DMR), Monthly Management Reports (MMR), and Complaint Dashboards in a timely manner.
Site DynamicsProject: Tata Primanti, Sector 72, Gurgaon
Type: Premium Residential Township
Work Schedule: 6 Working Days, 1 Weekly Off
Reporting To: Property Manager
Team: 2–3 Customer Relationship Executives (CREs) reporting to the CRM
Candidate ProfileEducational Background
Graduate or Postgraduate in Hospitality Management, Customer Relations, or Business Administration.
Professional Experience
Minimum 4–6 years of customer-facing experience, with at least 2 years in a team lead or managerial role.
Prior exposure to residential property management, MIMO handling, or high-end hospitality preferred.
Skill Set
Strong team leadership, complaint handling, and customer interaction skills.
Fluent in English and Hindi (spoken and written).
Proficient in MS Office, MS Excel, customer service portals, CRM tools, and mobile applications.
Organized and detail-oriented with strong documentation management abilities.
Professional grooming and a resident-first service mindset.
What We OfferAt JLL, you will operate in a performance-driven, inclusive, and premium environment. We offer:
Opportunities for leadership growth and structured career progression.
A collaborative work culture with access to advanced training modules.
Competitive compensation and the industry's best Total Rewards framework.
Apply Now
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
