JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Group Customer Relationship ManagerBrightstone North India | Residential Property Management

About the RoleWe are seeking an experienced Group Customer Relationship Manager to lead customer experience and relationship management across our residential property management portfolio in North India. This strategic role will oversee customer engagement initiatives, drive resident satisfaction, and ensure service excellence across multiple residential communities managed by Brightstone.

Key ResponsibilitiesCustomer Relationship Management Develop and execute comprehensive customer relationship strategies across assigned residential communities in North India. Build and maintain robust relationships with residents, homeowners' associations, and key stakeholders. Serve as the primary escalation point for complex resident concerns and ensure timely resolution of issues.

Conduct regular engagement sessions with residents to understand needs, gather feedback, and communicate service improvements.

Service Excellence & Quality Assurance Monitor service delivery standards across all managed properties and ensure consistent quality. Implement customer feedback mechanisms including surveys, focus groups, and digital platforms to measure satisfaction levels. Analyze customer feedback data to identify trends, service gaps, and opportunities for improvement. Develop action plans to address service deficiencies and enhance overall customer experience.

Team Leadership & Development Lead and mentor the customer service team across multiple properties in the North India region. Establish performance metrics and KPIs for customer service staff and conduct regular performance reviews. Provide training and development programs to enhance team capabilities in customer relationship management. Foster a customer-centric culture within the property management teams.

Stakeholder Management Collaborate with property managers, facility teams, and vendors to ensure seamless service delivery. Liaise with developers, owners,



and homeowners' associations to align service expectations. Prepare and present regular reports on customer satisfaction metrics, service performance, and improvement initiatives to senior management. Coordinate with marketing teams on resident engagement activities and communication strategies.

Process Improvement & Innovation Identify and implement process improvements to enhance customer experience and operational efficiency. Introduce digital solutions and technology platforms to improve customer communication and service delivery. Develop standard operating procedures for customer service operations across the portfolio. Benchmark against industry best practices and implement cutting-edge customer engagement programs.

Community Building Plan and execute resident engagement events, activities, and community-building initiatives. Develop communication strategies to keep residents informed about property updates, events, and services. Create platforms for resident interaction and community development within managed properties. Manage social media and digital communication channels for resident communities.

Qualifications & ExperienceEssential Requirements Bachelor's degree in Business Administration, Hospitality Management, or related field; MBA preferred. Minimum 8-10 years of experience in customer relationship management, preferably in residential property management, hospitality, or real estate sectors. At least 3-5 years in a leadership role managing customer service teams across multiple locations.

Proven track record of improving customer satisfaction scores and implementing successful CRM initiatives.

Skills &

Competencies Exceptional interpersonal and communication skills with ability to build rapport with diverse stakeholders. Strong leadership capabilities with experience in coaching and developing high-performing teams. Excellent problem-solving skills and ability to handle complex, sensitive situations with diplomacy.

Proficiency in CRM software, customer feedback platforms, and Microsoft Office Suite. Data analysis skills to interpret customer metrics and translate insights into action plans. Strong organizational and project management abilities to handle multiple priorities simultaneously.

Personal Attributes Customer-obsessed mindset with genuine passion for service excellence.



Proactive, solutions-oriented approach with ability to anticipate customer needs. Emotional intelligence and cultural sensitivity to work effectively with diverse communities. High integrity and professional ethics in all interactions. Flexibility to work beyond standard hours when required for events or urgent resident matters.

Location & TravelBased in North India (Delhi NCR/Gurugram/Noida) with regular travel across managed properties in the region. Willingness to travel up to 40-50% of time to various property locations.

What We OfferOpportunity to shape customer experience strategy across a growing residential portfolio. Collaborative work workplace with focus on innovation and continuous improvement. Competitive compensation package with performance-based incentives. Professional development opportunities within JLL and the Brightstone platform. Comprehensive benefits package including health insurance and wellness programs.

If this resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility.

That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

📌 Senior manager, Property Mgmt Operations (Gurugram)
🏢 JLL
📍 Gurugram