Technical CRM- Real Estate

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 ResponsibilitiesBuyer/Tenant Communication & CoordinationServe 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 OnboardingPre inspection of property and closure of snags before scheduling formal visit with buyer/tenantCoordinate 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 & ApprovalsReview 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 PlanningShare 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 & SafetySchedule 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 ManagementEnsure 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 CoordinationAddress 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 SupervisionSchedule 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 EnforcementEnsure 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 Inspections & Close-OutConduct 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 KeepingMaintain 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 approvalsProcess ImprovementContinuously enhance customer relationship practices, tools, and workflows by collecting feedback from clients and team members.Customer Feedback & ClosureCollect customer feedback during and after the handover, initiate post-handover support if required, and ensure smooth transition to after-sales/customer support team.Qualifications & SkillsBachelors degree in Civil Engineering, or a related field3-6 years of experience in customer/client-facing roles, preferably in real estate, construction or architectureCustomer coordination experience of at least 1 residential project Knowledge of finishes material and quality workmanship for premium residential projectProficiency in AutoCAD and ability to read and modify design plansExperience in cost estimation and managing design changesStrong communication and interpersonal skillsHigh attention to detail and strong documentation practicesAbility to manage escalations professionally and develop resolution strategiesWillingness to work onsite and coordinate with multiple teamsBasic technical knowledge of civil, MEP, HVAC, and fire safety systemsUnderstanding of green building and wellness certifications (LEED, WELL)Strong project coordination and multitasking abilityConflict resolution skills with a focus on buyer/tenant management