About the Job
As the Customer Relationship Manager, you will be responsible for managing the homeowner journey from the time of booking through possession and early post-handover support. You will act as the primary bridge between the customer and internal teams, ensuring clear communication, timely coordination, and a smooth overall experience.
This role involves managing customer documentation, coordinating design selections and approvals, facilitating site visits, supporting payment milestone communication, and assisting with possession and handover processes. The objective is to create a structured and responsive customer experience while ensuring that internal teams receive timely inputs required to move the project forward.
Minimum Qualifications
- Bachelor's degree in Business Administration, Marketing, Hospitality, or a related field.
- 24 years of experience in customer relationship management, client servicing, or post-sales coordination.
- Strong interpersonal and communication skills with the ability to interact professionally with clients.
- High level of organization and ability to manage multiple client requests and follow-ups simultaneously.
Preferred Qualifications
- Prior experience in real estate customer relationship management or post-sales coordination.
- Familiarity with CRM software and customer tracking systems.
- Experience handling high-value clients and managing service-oriented communication.
- Ability to coordinate effectively with multiple internal teams such as sales, engineering, accounts, and legal.
Responsibilities
- Act as the primary point of contact for homeowners after booking, ensuring a smooth and professional communication channel.
- Coordinate with homeowners for key project processes including design selections, material choices, layout confirmations, and other project-related decisions.
- Facilitate and manage customer site visits, walkthroughs, and meetings with internal teams when required.
- Coordinate with the engineering and project teams to communicate customer decisions and ensure work proceeds accordingly.
- Support milestone communication related to payment schedules and coordinate with the accounts team where necessary.
- Maintain accurate records of customer interactions, approvals, documents, and requests within CRM systems.
- Assist in documentation processes related to agreements, addendums, upgrade requests, and customer approvals.
- Support possession planning, including communication regarding readiness, handover documentation, and initial post-handover queries.
- Identify potential customer concerns early and escalate issues where necessary to ensure timely resolution.
- Ensure that customer communication reflects the company's commitment to professionalism, responsiveness, and long-term relationship building.
Equal Opportunity Note
At Lilamani Group, we believe that diverse perspectives create stronger teams and better outcomes. We are committed to providing equal opportunities in employment and fostering an inclusive workplace built on respect and collaboration. Employment decisions are based on qualifications, merit, and business needs, without regard to race, colour, religion, gender, age, disability, or any other status protected by applicable law.
