To lead the end-to-end customer and community lifecycle for residential developments, from customer onboarding and possession through post-handover services and eventual transition to the Society/Association of Owners.

The role will integrate Customer Relations, CRM, Possession, Handover and Real Estate Management Services (REMS) to deliver a seamless customer journey from purchase to community living. The incumbent will provide strategic oversight of society administration, facility and engineering services, resident experience and community operations, while acting as a subject-matter expert and advisor to Management and Society representatives.

As an Assistant General Manager – Customer Relations & Community Management, your responsibilities include but are not limited to:

Customer Lifecycle, Possession & Society Transition

- Own the customer journey from onboarding, documentation and possession readiness through handover and post-possession support.
- Lead the end-to-end transition of residential projects from Developer management to the Society/Association of Owners.
- Drive society formation, documentation, statutory registrations, asset handover and transition of operational responsibilities.
- Ensure seamless coordination across Customer Relations, Projects, Engineering, Finance, Legal and other internal teams during possession and handover.
- Drive handover of common areas, MEP assets, warranties, drawings, statutory documents, contracts and other project records.
- Identify and resolve transition gaps, customer escalations and outstanding obligations in coordination with relevant stakeholders.

Community, Facility & Engineering Management

- Provide strategic oversight of facility management, engineering/MEP, security, housekeeping, landscaping, utilities, safety and preventive maintenance.
- Ensure effective operation and maintenance of common areas and community infrastructure, with focus on safety, reliability, quality and cost efficiency.
- Establish and monitor AMC, vendor management, preventive maintenance and emergency response frameworks.
- Review facility performance,



manpower deployment, operating costs, service quality and adherence to defined SLAs.
- Provide expert advice to Management and Society representatives on technical, engineering and operational matters affecting the community.

Resident Experience, Customer Relations & Society Management

- Establish an integrated customer/resident complaint and grievance management framework, with defined TATs, escalation mechanisms and closure protocols.
- Monitor customer/resident feedback, recurring complaints and service gaps and drive root-cause corrective actions.
- Manage escalated customer and resident matters through effective coordination with internal teams, facility teams, vendors and Society representatives.
- Support the Society/Managing Committee in governance, administration, vendor management and operational decision-making.
- Facilitate effective communication between Developer, Society, Managing Committee, residents and service partners.
- Ensure adherence to applicable statutory, safety, operational and society-level requirements.

Governance, Performance & Continuous Improvement

- Act as the subject-matter expert and strategic advisor to Management and Society representatives on customer relations, community management and property operations.
- Establish and monitor KPIs, SLAs, budgets, service standards, resident satisfaction and operational performance metrics.
- Drive cost optimisation, process standardisation, technology adoption and continuous improvement across Customer Relations and REMS operations.
- Identify and mitigate operational, financial, technical, safety, compliance and reputational risks.
- Build and lead a professional,



accountable and customer-centric team and effectively manage internal and external stakeholders.
- Periodically assess the overall health of communities and recommend interventions to enhance asset value, resident satisfaction, service quality, operational efficiency and long-term sustainability.

Core Requirements

- 12–18 years of experience in residential real estate, with significant exposure to Customer Relations/CRM, possession, handover and post-handover/community management.
- Experience with a premium/luxury residential developer would be strongly preferred.
- Should have managed the customer lifecycle from onboarding and possession through handover and post-possession operations.
- Strong understanding of society formation, Developer-to-Society transition, facility management and engineering/MEP services.
- Experience in managing resident complaints, escalations, Managing Committees/Societies and multiple internal/external stakeholders.
- Strong commercial and operational understanding, including vendor management, AMC, budgets, SLAs and service quality.
- Ability to operate as a strategic advisor to senior Management, while maintaining sufficient operational depth to drive execution.
- Robust leadership, communication, negotiation, problem-solving and stakeholder-management skills.
- Customer-centric mindset with a strong focus on service excellence, community experience and long-term asset value. developer, mall operator, retail real estate company or property consultancy.

About Viceroy Properties

Viceroy Properties was founded in 2017 to redefine Luxury Real Estate Development in the Mumbai Metropolitan Region. With a strong focus on Meticulous Planning, Aesthetic Design and Impeccable Craftsmanship, the firm's first two projects have won 13 International Awards across Design, Construction and Sustainability. As of mid-2024, Viceroy Properties has delivered over 1.2 mm sq. ft. of residential real estate in Thakur Village, Kandivali (E) with another 3.3 mm sq. ft. under various stages of planning/development.

📌 General Manager – Customer Relations & Community Management (Mumbai)
🏢 Viceroy Properties
📍 Mumbai