Customer Relationship Manager

Job Description

Customer Relations Manager - Bespoke ABOUT MAIA ESTATES At MAIA, we don’t just build real estate - we build trust, aspirations, and future-forward lifestyles. Established in 2016 by Mayank Ruia in partnership with the Manipal Group, MAIA Estates is redefining the real estate narrative in India through a distinctive blend of intelligent design, meticulous planning, and conscious development. In under a decade, we’ve earned recognition from prestigious global institutions including the International Property Awards, Asia Pacific Property Awards, and Luxury Lifestyle Awards — but what drives us is deeper: a relentless pursuit of excellence, an unwavering commitment to transparency, and a belief that thoughtful design can meaningfully shape the way people live. With a portfolio that reflects both innovation and integrity, MAIA has emerged as one of Bangalore’s most respected names in premium residential and commercial real estate. Every space we create is a testament to our core philosophy that true luxury is crafted with purpose, precision, and a deep sense of responsibility. Our founder, Mayank Ruia, brings over 20 years of global expertise in finance and real estate, with a track record that includes the planning and development of over 7.8 million square feet of residential real estate in Bengaluru and other cities, with marquee developments such as the 27 Summit, Pelican Grove, Kessaku, One Bangalore West, amongst others. His leadership, honed through tenures at Goldman Sachs, UBS, and Everstone Capital, is rooted in customer-centric thinking and operational excellence. Joining MAIA means stepping into a culture that values bold ideas, meticulous execution, and long-term sustainable impact. We’re not here to follow trends, we’re here to set them. We’re not just building for today; we’re building for the future. So, if you’re looking to be part of a company and where purpose, performance, and passion go hand in hand - MAIA is where your next chapter begins. https://www.maiaestates.in/ OUR FLAGSHIP PROJECT 27 Summit – MAIA’s flagship residential development off Richmond Road, Central Bangalore (https://27summit.com/) The Beacon – MAIA’s first commercial development on the banks of Nagavara Lake, North Bangalore Casa Sia – MAIA’s entry into Chennai at Parathasarathy Garden, off Poes Garden, Central Chennai (https://maiacasasia.com) Pelican Grove – MAIA’s debut residential development on the banks of Jakkur Lake, North Bangalore (https://maiapelicangrove.com/) Pelican Gardens – MAIA’s next chapter on the banks of Jakkur Lake, North Bangalore The Seven – MAIA’s foray into South Bangalore, nestled in historic Basavanagudi’s cultural core CORPORATE OFFICE LOCATION Ulsoor Road, Central Bangalore OUR PEOPLE FIRST STRATEGY ▪ A sense of autonomy ▪ A greater purpose ▪ Accelerated career growth for top performers ▪ Competitive total rewards package YOUR IMPACT As a CRM Specialist you will be responsible for implementing and managing our Customer Relationship Management (CRM) system to optimize customer interactions and drive business growth. You will collaborate with cross-functional teams to design, execute, and refine CRM strategies and ensure our customers receive a personalized and seamless experience. MINIMUM QUALIFICATION ▪ Bachelor's degree in business or related field. ▪ +5 years of experience in CRM ▪ Proven experience in CRM administration and strategy development. ▪ Excellent analytical skills with the ability to derive insights from data. ▪ Strong communication and interpersonal skills. ▪ Detail-oriented with a focus on data accuracy. ▪ Problem-solving skills and the ability to work collaboratively in a team environment. KEY RESPONSIBILITIES CRM System Management: ▪ Administer and maintain our CRM system, ensuring data accuracy, system integrity, and security. ▪ Customize and configure the CRM to meet the specific needs of our business processes. ▪ Monitor system performance, troubleshoot issues, and coordinate with IT for any necessary enhancements or fixes. ▪ Document information about leads, including their source, contact details, and any notes regarding their preferences or requirements. Customer Engagement: ▪ Foster positive and lasting relationships with customers by delivering exceptional service and support. ▪ Ensure timely responses to customer inquiries and requests through various communication channels, including phone, email, chat, and social media. ▪ Proactively reach out to customers to gather feedback, address concerns, and offer assistance. Documentation, Data Collection and Maintenance: ▪ Execution, managing and tracking of all agreements and contracts related to customers and channel partners ▪ Document all email and communication exchanges with clients, prospects, and colleagues within the CRM system ▪ Collect and maintain accurate and up-to-date customer data within the CRM system. ▪ Continuously enrich customer profiles with relevant information, such as purchase history, preferences, and communication preferences. ▪ Regularly clean and validate customer data to reduce inaccuracies and duplicates. Customer Segmentation: ▪ Use CRM data to segment customers based on various criteria, such as demographics, behaviour, and purchase history. ▪ Tailor marketing and communication efforts to specific customer segments to increase engagement and conversions. Personalization: ▪ Leverage CRM insights to personalize interactions with customers, such as personalized product recommendations and content. ▪ Send targeted and relevant marketing campaigns to enhance the customer experience. Customer Retention: ▪ Develop and implement strategies to improve customer retention rates. ▪ Identify at-risk customers and proactively address their concerns or issues. ▪ Create loyalty programs or incentives to encourage repeat business. Sales and Upselling: ▪ Collaborate with sales teams to identify cross-selling and upselling opportunities with existing customers. ▪ Use CRM data to recommend additional products or services that align with customers' needs and interests. Customer Feedback and Insights: ▪Collect and analyze customer feedback to identify areas for improvement in products or services. ▪ Share customer insights with relevant teams to drive product development and service enhancements. Payment Collection and Billing: ▪ Track and manage customer payments and billing information within the CRM. ▪ Send payment reminders and follow up on overdue accounts to ensure timely collection. Reporting and Analysis: ▪ Generate reports and dashboards from CRM data to measure key performance indicators (KPIs) related to customer interactions and collection efforts. ▪ Analyze trends and metrics to make data-driven decisions and optimize CRM strategies. Strategy Development: ▪ Collaborate with marketing, sales, and customer service teams to develop CRM strategies that enhance customer experiences and drive revenue growth. ▪ Segment customers based on behavior, demographics, and other criteria to personalize marketing and communication efforts. ▪ Implement and optimize marketing automation workflows and email campaigns. Training and Support: ▪ Provide training and support to internal users on CRM best practices and usage. ▪ Serve as the go-to resource for CRM-related questions and issues. Integration and Expansion: ▪ Evaluate and integrate new tools and technologies that can enhance our CRM capabilities. ▪ Identify opportunities to expand the CRM's functionality and integration with other systems. PERSONALITY ▪ Effective communication skills ▪ Problem-solving ▪ Collaboration SOFTWARE SKILLS Microsoft Office ▪ Excel (Intermediatory) ▪ Outlook (Advanced) ▪ PPT (Intermediatory) ▪ Word (Intermediatory) MAIA is proud to be an equal opportunity workplace and does not discriminate anyone on grounds of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity. At MAIA, we’re committed to building a workforce that is more representative of the users we serve and creating a culture where everyone feels like they belong. Visit our website to learn more about our ethos and values.