Manager - Customer Relationship - Real Estate

Urgent Requirement for a Real Estate Giant in Mumbai.

Job Title : Customer Relationship Managers CRM (AM/DM level) Real Estate.

Experience Required: 4 to 6 years of CRM experience with a Real Estate organization.

Culture Fit & Work Structure:

- Fixed Week-offs on all Sunday's as well as 2nd & 4th Saturday's.

Location: Mumbai (Head Office Mahalaxmi).

Education: Graduates or PGDMs preferred.

Key Responsibilities:

Customer Engagement:

- Deliver proactive engagement at key milestones and moments of truth to build trust and loyalty.

- Drive customer delight through responsiveness, personalisation, and high-touch service.

Revenue Ownership:

- Enable 30 Cr+ in new business annually through referrals, upgrades, and cross-sell conversations.

- Improve engagement and mindshare to unlock loyalty and renewal potential.

Service Excellence:

- Ensure query resolution within defined TATs; maintain a low complaint escalation rate.

- Standardize and elevate customer interactions across all touchpoints calls, visits, emails, messages.

- Collaborate with internal teams to resolve issues, track complaints, and escalate systemic blockers.

Process, Systems & Reporting:

- Maintain documentation hygiene across customer files, transaction records, and communication logs.

- Track customer satisfaction and share actionable insights for process enhancement.

Culture & Contribution:

- Be flexible, adaptive, and solution-driven especially in high-stakes or emotionally charged scenarios.

- Bring market intelligence and service innovation ideas from outside-in.