Job Title: Manager – Customer Relationship Management (CRM)

Reports to: Head of Sales & Marketing / Director

Experience: 6–10 Years (Preferably in Grade-A Real Estate or Luxury Hospitality)

Role Purpose To design and execute a high-touch, "white-glove" customer journey that aligns with the brand pillars of the company and which begins the moment a booking is made. Responsible for life-cycle management, financial collections, and transforming the complex construction process into a seamless, celebratory experience for a customer.

Key Responsibilities

1. The "Experience" Journey & Lifestyle Management

- Onboarding Experience: Create a "Welcome" ritual for recent owners, including high impact welcome Kits and and relationship building tools.
- Milestone Celebrations: Transform dry construction updates into engaging experiences.
- Loyalty & Referrals: Design and manage exclusive "Owners’ Referral program" to drive secondary sales through referrals—treating existing owners as your primary sales channel.

2. Financial Management & Collections

- Demand Generation: Timely issuance of demand letters based on construction milestones in strict accordance with the Sale Agreements & Collection Schedules.
- Receivables Management: Track and ensure timely collections to maintain project cash flow, while managing delicate conversations regarding interest waivers or payment delays.
- Loan Facilitation:



Act as a bridge between the customer and banks for home loan disbursements, ensuring all documentation (NOCs, Tripartite Agreements) is flawless.

3. Statutory Compliance & Documentation

- RERA Compliance: Ensure all customer communications, interest calculations, and refund policies are 100% compliant with RERA norms.
- Allotment & Registration: Lead the process of Unit Allotment, Agreement for Sale (AFS), and Final Sale Deed registration, ensuring a "zero-error" documentation process.

4. The Handover & Possession Experience

- The "Golden Handover": Design a memorable possession ceremony (the "Key Handover").
- Snagging Coordination: Act as the customer's advocate by coordinating with the Project Architect (from the JD above) to ensure all "snags" are fixed before the final walk-through.
- Post-Handover Support: Manage the transition of the project from the Developer to the Facility Management team.

Candidate Profile

Feature Requirement

Education MBA (Marketing/Operations) or Graduate with a background in Luxury Hospitality.

Real Estate IQ Deep understanding of RERA, Carpet Area definitions, and Payment Plans (CLP, Subvention).

Soft Skills Exceptional empathy, high-stakes negotiation skills, and the ability to say "No" without damaging the relationship.

Tech Savvy Proficiency in CRM software and automated communication tools.

📌 Manager – Customer Relationship Management (CRM) (Bengaluru)
🏢 Svatej Group
📍 Bengaluru