Job Description

The CRM Manager will be responsible for managing and optimizing the company's

Key Responsibilities

Client Relationship & Service Management
Act as the primary escalation point for client concerns across assigned offices
Ensure timely follow-up, resolution, and closure of client complaints
Maintain strong post-handover client coordination to ensure smooth operations
Track client satisfaction levels and address recurring service gaps
CRM Operations & Complaint Management
Ensure all client complaints and requests are logged accurately in the CRM portal
Monitor complaint status, progress updates, and closure timelines
Review CRM data regularly to ensure accuracy, completeness, and compliance
Drive CRM adoption and best practices across the team.
Site Inspections & Quality Control
Oversee daily and periodic site inspections for cleanliness, upkeep, and service

quality

Ensure pre-handover readiness including cleaning, infrastructure, and service

arrangements

Prepare, review, and close snag lists in coordination with internal teams post-

handover

Conduct surprise audits and ensure adherence to service standard
Maintenance & Vendor Coordination
Coordinate with maintenance teams for task allocation and issue resolution
Monitor maintenance activities and ensure SLA compliance
Liaise with vendors to resolve service-related complaints effectively
Coordinate with building management teams to maintain operational efficiency
Financial & Documentation Control
Oversee monthly Maintenance, Repair & Operations (MRO) expense tracking
Ensure accuracy and compliance in expense documentation
Coordinate with IFS/Finance teams for raising Purchase Orders (POs)
Maintain proper records of POs, invoices, and vendor documentation
Sales & Leasing Support
Support sales and leasing teams during client visits and site walkthroughs
Ensure smooth coordination, documentation, and readiness of sites
Provide operational inputs during pre-sales and leasing discussions
Team Coordination & Leadership
Guide and support CRM team members to ensure consistent service delivery
Foster collaboration and teamwork within the CRM function
Provide on-job guidance and ensure role clarity within the team
Monitor performance and share feedback with management
Reporting & Management Updates
Prepare periodic MIS and operational reports for management
Share insights on client satisfaction, complaint trends, and service performance
Highlight risks, challenges, and areas for process improvement
Recommend system or process enhancements based on data analysis
Communication & Brand Support
Support client communication initiatives such as posters, signage, and handbooks
Coordinate media and branding requirements using tools like MS Office and Canva
Ensure consistent and professional communication across client-facing materials