Lead - Customer Relations (Facilities)

Role Overview:

The role will be responsible for leading the Customer Relationship Management (CRM) front-end operations within Facility Management, ensuring seamless handling of customer queries, escalations, and interactions. The incumbent will drive customer satisfaction, oversee collections and dunning processes, manage Resident Welfare Associations (RWA) interactions, and ensure effective CRM operations (with SFDC preferred).

Key Responsibility Areas (KRA):

CRM Operations:

• Lead and manage the day-to-day CRM front-end operations to deliver superior customer service.
• Ensure effective use of CRM systems (preferably Salesforce) for tracking, monitoring, and resolving customer requests.
• Drive adherence to SLAs, TATs, and quality standards in customer query resolution.

Customer Escalation Management:

• Act as the final escalation point for complex or unresolved customer issues.
• Establish root cause analysis and corrective action plans to prevent recurrence.
• Build a customer-first culture by ensuring proactive communication and service recovery.

Team Leadership & Management:

• Manage and mentor a team of customer service executives/front-end managers.
• Drive performance through clear KPIs, regular reviews, and capability-building initiatives.
• Foster collaboration between CRM, Facility Management, and other cross-functional teams.

Collections & Dunning:

• Oversee customer collections, dunning processes, and payment follow-ups in coordination with finance teams.
• Ensure compliance with company policies and legal guidelines while managing defaulters tactfully.
• Implement strategies to minimize outstanding dues and improve collection efficiency.

RWA Interaction & Stakeholder Management:

• Serve as the primary liaison between the company and RWAs/resident committees.
• Build and maintain positive relationships with RWAs, ensuring alignment of service delivery with customer expectations.
• Handle negotiations, communication, and dispute resolution with residents and associations.

Process Excellence & Reporting:

• Continuously improve customer-facing processes and systems for better efficiency.
• Monitor and analyze CRM performance metrics, presenting insights to senior leadership.
• Drive automation and digital initiatives to enhance customer experience.

Key Requirements:

• Experience:

  10-15 years of relevant experience in

  CRM operations, customer service, facility management, or real estate customer experience functions

  , with at least 4-5 years in a managerial role.

Skills & Competencies:

• Strong expertise in

  CRM systems (SFDC preferred)

  .
• Proven ability in

  customer escalation handling, collections & dunning management

  .
• Excellent leadership, communication, and stakeholder management skills.
• Exposure to

  RWA interaction, facility management, and customer-facing operations

  .
• Analytical mindset with proficiency in reporting and process optimization.

Key Attributes:

• Customer-centric approach with problem-solving orientation.
• High degree of accountability and ownership.
• Ability to manage diverse teams and stakeholders under pressure.
• Strong negotiation, influencing, and interpersonal skills.