Secura Developers Pvt Ltd is a real estate developer and mall management company based in Calicut. We develop residential, commercial and retail projects and run the Secura Centre malls in Kannur and Kodungallur, with more projects under development.
The role
We’re hiring a Customer Relations Manager experience to look after our property buyers from booking through handover and after-sales, and to set customer service standards across our Secura Centres. You will lead the CX / CRM team and report to the Director (Administration).
What you’ll do
- Take over every booked customer from Sales within 48 hours as their single point of contact, and make sure sale agreements are executed on time as per K-RERA
- Set up and run post-agreement and after-sales processes (payments, construction updates, sale deed registration and handover) with clear SOPs and complete customer records in the CRM
- Issue milestone-based demand letters with Finance, follow up collections, and coordinate home loan disbursements and unit transfers
- Send customers monthly updates and an update at every construction milestone, and support NRI customers across time zones
- Manage pre-handover inspections,
snag closure and handover documentation with the Construction team, and resolve complaints during the defect liability period
- Run the complaint management system and handle unit cancellations as per company policy, working with the Legal and Finance teams
- Track customer satisfaction (CSAT / NPS), monitor online reviews and run a customer referral programme
- Set customer service standards for the Secura Centres with the Centres team
What we’re looking for
- Graduate in any discipline; MBA / PGDM preferred
- 12+ years in customer relationship management or customer service in real estate, hospitality or retail, including at least 5 years leading teams
- Positive knowledge of real estate post-sales processes and customer obligations under K-RERA
- Hands-on experience with CRM systems and service reporting
- Fluent English and Malayalam; Hindi or Arabic is an advantage
- Calm under pressure and able to work closely with Sales, Finance, Legal and Construction
- Available for weekend handovers and customer meetings when needed