Purpose/Objective

The Lead Relationship Manager (CRM) will be responsible for driving customer relationship management strategies and ensuring exceptional customer experience across the entire customer lifecycle, from booking to possession and post-possession support.

The role will focus on customer engagement, retention, collections coordination, issue resolution, process excellence, and CRM team leadership while strengthening brand loyalty and customer satisfaction for Adani Realty projects.

Key Responsibilities of Role

Customer Relationship Management - Lead end-to-end customer relationship management activities across residential and commercial projects.

- Develop and implement customer engagement strategies to enhance overall customer experience.
- Act as the primary escalation point for critical customer concerns and ensure timely resolution.
- Build long-term relationships with customers to increase satisfaction, retention, and referrals.
- Ensure seamless customer journey management from booking, agreement execution, handover, and post-possession services.

Customer Service & Experience - Monitor customer satisfaction metrics and implement improvement initiatives.

- Drive customer-centric service standards across all projects and touchpoints.
- Conduct regular customer interactions, feedback sessions, and relationship-building initiatives.
- Ensure prompt communication regarding project milestones, collections, possession schedules, and service updates.
- Manage premium customer relationships and high-value client interactions.

Collections & Revenue Support - Coordinate with Sales and Finance teams for timely customer collections.





- Monitor outstanding dues and support collection recovery initiatives.
- Ensure customers receive timely payment reminders, statements, and collection-related communications.
- Track collection performance and support revenue realization objectives.

Team Leadership & Stakeholder Management - Lead, mentor, and develop CRM executives and relationship managers.

- Define team KPIs and monitor productivity, service levels, and customer satisfaction benchmarks.
- Collaborate closely with Sales, Projects, Finance, Legal, Facilities Management, and Marketing teams.
- Drive cross-functional coordination to resolve customer issues efficiently.

Process Excellence & Governance - Establish and strengthen CRM processes, SOPs, and service standards.

- Ensure compliance with RERA regulations, company policies, and customer service guidelines.
- Review customer grievance trends and implement corrective actions.
- Drive digital transformation initiatives within CRM operations.

MIS & Reporting - Monitor customer service dashboards, collection reports, escalation reports, and customer feedback analytics.

- Present customer insights and performance reports to senior leadership.
- Use data-driven approaches to improve customer retention and service quality.




- Track key CRM metrics including CSAT, NPS, TAT, collections performance, and complaint resolution effectiveness.
- Lead end-to-end customer relationship management activities across residential and commercial projects.
- Develop and implement customer engagement strategies to enhance overall customer experience.
- Act as the primary escalation point for critical customer concerns and ensure timely resolution.
- Build long-term relationships with customers to increase satisfaction, retention, and referrals.
- Ensure seamless customer journey management from booking, agreement execution, handover, and post-possession services.

Technical Competencies

Customer Engagement & Retention,Customer Escalation Management,Booking to Possession Process Management,CRM Dashboards & MIS Reporting

Qualifications and Experience

- Bachelor's Degree in Business Administration, Commerce, Marketing, Engineering, or related discipline.
- MBA/PGDM in Marketing, Customer Relationship Management, Sales, or Operations preferred.

Experience - 10-15 years of experience in Customer Relationship Management, Customer Service, Collections, Client Engagement, or Sales Support functions.

- Minimum 4-5 years in a leadership role managing CRM teams.
- Prior experience in Real Estate, Hospitality, Banking, Financial Services, Infrastructure, or Customer-Facing Industries preferred.
- Proven track record in handling customer escalations, customer retention, collections coordination, and service excellence initiatives.

Lead – Relationship Manager (CRM)

📌 Lead – Relationship Manager (CRM) (Noida)
🏢 Adani Group
📍 Noida