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 solid 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

Skills &
- Competencies

- Excellent coordination and stakeholder management skills
- Analytical mindset with attention to detail
- Leadership, problem-solving, and decision-making abilities
- Strong understanding of CRM systems (Zoho, Qandle, or similar)

📌 Customer Support Executive (CRM) (Gurugram)
🏢 Quattro Spaces
📍 Gurugram