Description:

Role Overview

We are seeking a seasoned Customer Relationship Management Specialist to drive customer engagement, retention, and satisfaction through a structured and insight-driven approach. The role involves managing the complete post-sales customer journey - from onboarding to possession - while ensuring premium service delivery, strong client relationships, and process excellence.

This position calls for a professional who exemplifies poise, precision, and proactive ownership in managing high-value clients and complex stakeholder interactions.

Key Responsibilities:

Strategic Relationship Management:

- Serve as a trusted advisor and single point of contact for clients throughout their lifecycle.

- Strengthen long-term relationships by ensuring transparency, timely communication, and service excellence.

- Enhance customer engagement through structured touchpoints, proactive updates, and personalized experience management.

Customer Lifecycle Ownership:

- Oversee onboarding, documentation, agreement registration, and related processes with meticulous attention to accuracy and compliance.

- Drive seamless coordination with internal departments including Legal, Finance, and Operations to deliver timely outcomes.

- Lead key milestones such as allotments, registrations, and possession handovers with professionalism and precision.

Service Delivery & Experience Optimization:

- Ensure every customer interaction reinforces brand trust and service excellence.

- Anticipate client needs, address escalations with agility, and maintain consistent satisfaction levels.

- Analyze customer insights and feedback to identify opportunities for service improvement and process refinement.

Operational Governance:

- Monitor and optimize CRM workflows to enhance efficiency and customer visibility.

- Collaborate cross-functionally to align operational delivery with organizational commitments.

- Prepare executive summaries and reports on customer engagement metrics and satisfaction indices.

Professional Competencies:

- Exceptional communication and interpersonal skills with executive presence.

- Strong analytical mindset with the ability to interpret client insights and business impact.

- Demonstrated ability to manage complex client portfolios and high-touch relationships.

- Proficiency in CRM platforms (Salesforce, Zoho, HubSpot, etc.) and MS Office Suite.

- High emotional intelligence, discretion, and professionalism in client interactions.

Qualifications & Experience:

- Bachelors degree in Business Administration, Commerce, or related discipline (MBA preferred).

- 5+ years of experience in Customer Relationship Management, Client Servicing, or Customer Success within a premium service industry (Real Estate, BFSI, or Enterprise Services preferred).

- Proven expertise in managing end-to-end customer relationships, documentation governance, and cross-functional coordination.