Urgent Hiring For Customer Relationship Manager For Worli Location.

Position - Customer Relationship Manager

Location - Worli for Luxury Residential Site

Education background in hospitality studies would be preferred

Experience- 5 to 8 Years

• Relationship Building: Build and maintain profitable relationships with residents.
• Stakeholder Interactions: Interact with residents, management committee members, and visitors to provide high-quality services and maintain strong public relations.  Gather feedback and suggestions, address the needs of all stakeholders.
• Hospitality Management: Maintain a proactive hospitality outlook, anticipating management committee needs. Resolve management committee concerns confidently and effectively.
• CRE Grooming Checks: Conduct regular checks on the grooming standards of Customer Relations Executives (CREs) and maintain records.
• Customer Satisfaction Surveys: Conduct Customer Satisfaction Surveys (CSSR) with residents periodically and report results quarterly to the Property Manager.
• Newsletter Management: Compile and send out a quarterly newsletter to stakeholders.
• Weekly Meetings:  Hold weekly meetings with CRM team related to CRM activities.
• Event Planning: Prepare an events calendar and coordinate with vendors for. Present event proposals to the management committee for approval.
• Complaint Resolution: Coordinate with relevant departments to resolve complaints promptly. Maintain and update a complaint tracker for transparency and accountability.
• Follow-up: Follow up with departments to ensure timely closure of pending issues.
• Emergency Response: Be trained to respond to emergencies and liaise with appropriate authorities.
• Report Preparation: Prepare the Monthly Management Report (MMR) for the CRM department and submit it to the Property Manager.
• Vendor Management: Collect quotations from vendors and prepare comparative analyses.
• Safety and Emergency Procedures: Understand and adhere to safety and emergency procedures for all stakeholders.
• Mass Communication: Send mass emails to residents regarding building operations, maintenance, events, etc.
• Effective Communication: Communicate effectively with all stakeholders
• Administrative Assistance: Provide administrative assistance to the Property Manager
• Revenue Generation for the Society: Explore opportunities for revenue generation initiatives for the society. This comprehensive list outlines the core responsibilities expected of the CRM role in ensuring effective stakeholder engagement, service delivery, and operational excellence.
• Weekly Tasks: Maintain and submit the Daily CRM Report, Weekly Report.
•  Monthly Tasks: Prepare the Monthly Management Report (MMR) and share it with the Property Manager. These responsibilities ensure comprehensive soft services management and coordination across all departments, maintaining high standards of safety and responsiveness.
• Ensuring closure of complaints and communicating the actions taken to the stakeholders in a poised and confident manner.
• Taking ownership of the request or complaint and ensuring they are handled effectively within TAT.
• Monitoring the helpdesk and customer service executives on a regular basis.
• Taking daily rounds of the front of the house of the property premises and reporting any lapses/ observations to the relevant team.
• Conducting timely Customer Feedback Surveys and sharing the reports with the client/management.
• Cooperating, coordinating and communicating with other departments to ensure good customer experience and sharing consolidated feedback reports with the team for improvement of services.
• Helping to ensure that any complaint/requests and/or emergencies are handled in an expeditious manner (as per JLL policies) and contact the proper authorities when needed.
• Being familiar with the building operating procedures manual (Lost and found, timings, id card application, permission forms etc.)
• Helping in activities like filing, checking and maintaining inventory records, DMR, MMR, club house reports, etc.
• Managing and participating in events/parties/CSR activities, general maintenance and guest handling.
• Act as a secondary point of contact for all occupants, in case of client escalation.
• Prepares and approves the working schedule/rostering for the helpdesk team as per the operational requirements to maintain & operate the property at an optimum level.