Job Summary

We are looking for a customer-focused and detail-oriented Assistant Manager / Manager CRM to oversee the pre-handover and final handover process for residential projects. The role is responsible for coordinating with internal teams, clients, designers, and contractors to ensure timely handovers, quality inspections, complaint resolution, and seamless execution in line with approved drawings and company standards.

Key Responsibilities

1. Drawings Management

- Prepare, review, and upload all approved architectural, civil, and services drawings on the project portal within defined timelines.
- Ensure all uploaded drawings are accurate, updated, and compliant with project documentation standards.
- Maintain proper version control and documentation of all project drawings.

2. Flat Handover (Pre & Final)

- Plan and execute pre-handover and final handover activities as per project schedules.
- Coordinate with internal departments to ensure flats are ready before client possession.
- Ensure all handover documentation is completed accurately with client acknowledgements.
- Achieve timely handover of units with minimal post-handover complaints.

3. Quality Inspection (Civil Works)

- Conduct detailed inspections of completed flats before handover.
- Identify civil and finishing defects and coordinate with execution teams for timely rectification.
- Verify closure of all snag points before possession is offered to the client.




- Maintain quality inspection reports and closure records.

4. Client Complaint Resolution

- Register, monitor, and resolve customer complaints within defined Service Level Agreements (SLAs).
- Coordinate with contractors and internal teams for timely closure of issues.
- Maintain complaint trackers and ensure high customer satisfaction.
- Analyze recurring issues and recommend preventive actions.

5. Project Coordination

- Act as the single point of coordination between clients, site teams, contractors, consultants, and internal stakeholders.
- Track pending issues and ensure timely resolution with minimum escalations.
- Conduct regular follow-ups to ensure project milestones related to CRM are achieved.

6. Client & Designer Coordination

- Coordinate with clients and their interior designers regarding execution requirements.
- Ensure work execution complies with approved drawings, technical specifications, and project guidelines.
- Monitor and minimize deviations from approved layouts and design approvals.
- Facilitate smooth communication between all stakeholders throughout execution.

7. Handover Meetings

- Organize and conduct client and designer meetings during the handover process.
- Prepare meeting agendas, MOMs (Minutes of Meeting), and obtain necessary approvals and sign-offs.
- Ensure all observations are documented and closed before final possession.
- Maintain complete records of handover meetings and documentation.

📌 Civil Engineer (New Delhi)
🏢 Ics Realty
📍 New Delhi