Job Description

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.

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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.

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

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Customer Lifecycle, Possession & Society Transition

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

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- Provide strategic oversight of facility management, engineering/MEP, security, housekeeping, landscaping, utilities, safety and preventive maintenance .
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- Ensure effective operation and maintenance of common areas and community infrastructure, with focus on safety, reliability, quality and cost efficiency.
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- Establish and monitor AMC, vendor management, preventive maintenance and emergency response frameworks .
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- Review facility performance, manpower deployment, operating costs, service quality and adherence to defined SLAs.
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- Provide expert advice to Management and Society representatives on technical, engineering and operational matters affecting the community.
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Resident Experience, Customer Relations & Society Management

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

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



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

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

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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