Responsibilities

Customer Relationship Management

• Lead end-to-end customer relationship management from booking through possession and post-possession support.

• Develop and implement customer engagement and retention strategies.

• Ensure a seamless and positive customer experience at all stages of the project lifecycle.

• Manage customer interactions and maintain long-term relationships with key customers.

• Act as the escalation point for critical customer concerns and grievances.

Customer Experience & Service Excellence

• Drive customer satisfaction initiatives and monitor service quality standards.

• Ensure timely resolution of customer queries, complaints, and requests.

• Conduct customer feedback surveys and implement improvement actions.

• Organize customer engagement programs, events, and communication campaigns.

• Enhance customer loyalty through proactive relationship management.

Collections & Revenue Support

• Monitor customer payment schedules and coordinate with Finance for collection follow-ups.





• Support timely recovery of outstanding dues and receivables.

• Ensure customers receive regular updates on payment milestones and obligations.

• Track collection performance and escalate critical cases when required.

Stakeholder Management

• Coordinate with Sales, Projects, Finance, Legal, Marketing, and Facilities teams to address customer requirements.

• Facilitate smooth communication between customers and internal stakeholders.

• Support project handovers, possession activities, and documentation processes.

• Build solid working relationships across departments to improve service delivery.

Process Governance & Compliance

• Ensure adherence to CRM policies, SOPs, and customer service standards.

• Monitor compliance with RERA guidelines and regulatory requirements.

• Drive process improvement initiatives to enhance operational efficiency.

• Review service metrics and implement corrective actions for continuous improvement.

Tea

📌 Lead - Site Sales (India)
🏢 Adani Group
📍 India