Job Description – CRM / Facility Management Specialist

Industry: Real Estate & Construction
Location: Thane, Mumbai
Experience: 4+ Years
CTC: Up to 7 LPA
Gender: Male / Female
Employment Type: Full-Time

Job Summary

We are looking for an experienced CRM / Facility Management Specialist to manage the complete post-sales customer journey, including possession, handover, fit-out coordination, customer relationship management, and facility management across residential and commercial projects.

Key Responsibilities

Possession & Handover

- Manage the complete possession and handover process.
- Coordinate with customers for possession schedules, documentation, inspections and handover formalities.
- Coordinate pre-possession inspections and snagging.
- Work with Sales, CRM, Projects, Engineering, Accounts and Legal teams for smooth handover.
- Resolve customer queries and possession-related issues.

Fit-Out Coordination

- Coordinate customer fit-out activities after possession.
- Explain and implement project-specific fit-out guidelines.
- Coordinate with customers, contractors and vendors.
- Ensure fit-out activities comply with project guidelines, safety standards and timelines.
- Maintain fit-out permissions, approvals, deposits and documentation.

Customer Relationship Management

- Act as the primary contact for customers during the post-sales and possession stage.
- Handle customer queries, complaints and service requests.
- Maintain regular communication and provide timely updates.




- Maintain accurate customer records and update the CRM system.

Facility Management

- Coordinate with housekeeping, security, maintenance, MEP and technical teams.
- Monitor common area maintenance, cleanliness, security and facility operations.
- Coordinate with facility management vendors and monitor service quality.
- Address customer/occupant concerns related to common areas and facilities.

Documentation & MIS

- Maintain possession, handover, fit-out and complaint records.
- Prepare MIS and status reports.
- Track pending customer issues and ensure timely closure.
- Maintain necessary checklists, NOCs, approvals and project documentation.

Required Skills & Qualifications

- 4+ years of experience in Real Estate CRM, Post-Sales, Possession, Fit-Out Coordination or Facility Management.
- Experience with residential and/or commercial real estate projects preferred.
- Strong customer handling and relationship management skills.
- Excellent verbal and written communication.
- Strong coordination, follow-up and problem-solving abilities.
- Comfortable interacting directly with customers at project sites.
- Positive knowledge of MS Office and CRM software.
- Experience in possession/handover and fit-out coordination will be an advantage.

Key Skills

Real Estate CRM | Post-Sales | Customer Relationship Management | Possession | Handover | Fit-Out Coordination | Facility Management | Customer Handling | Complaint Management | Vendor Coordination | MEP Coordination | MIS | CRM Software

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