Customer Relationship Manager

Position:Customer Relationship Manager (CRM)
Business Line: Property and Asset Management

The 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.

1. Complaint Management

• Own the end-to-end complaint lifecycleregistration, 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.

• Project: Tata Primanti, Sector 72, Gurgaon
• Type: Premium Residential Township
• Work Schedule: 6 Working Days, 1 Weekly Off
• Reporting To: Property Manager
• Team: 23 Customer Relationship Executives (CREs) reporting to the CRM

Educational Background

• Graduate or Postgraduate in Hospitality Management, Customer Relations, or Business Administration.

Professional Experience

• Minimum 46 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.

At 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.