Job Description

We are seeking a dedicated and proactive Customer Relationship Manager (CRM) who plays a critical liaison role between the buyer/tenant, design consultants, vendors, and the Property Management team during the fit-out/interior phase. The CRM is responsible for facilitating a smooth handover process, reviewing and coordinating drawing submissions, assisting with approvals, planning logistics, guiding the buyer/tenant on technical and operational requirements and ensuring all scope of work is executed in compliance with building guidelines and customer requirements.

Key responsibilities:

Buyer / Tenant Communication & Coordination

Serve as the single point of contact for the buyer/tenant during the entire project cycle.

Maintain regular and clear communication with the buyer/tenant regarding initial approvals, modifications, progress and inspections.

Guide the buyer/tenant through compliance procedures and ensure adherence to RERA policies.

Property Handover & Client Onboarding

Pre inspection of property and closure of snags before scheduling formal visit with buyer/tenant

Coordinate and facilitate the handover of the purchased property / leased premises in collaboration with the buyer/tenant relations and Property Management teams.

Ensure all the snags and pending works identified and agreed upon with buyer/tenant during inspection are attended to facilitate the handover process.

Ensure all contractual obligations are met by the buyer/tenant before handover.

Prepare and sign the property handover checklist with the buyer/tenant representative.

Drawing Review & Approvals

Review and validate all submitted fit-out/interior drawings (e.g., layout plans, MEP, HVAC, electrical, fire protection) for compliance with building guidelines and regulatory codes (e.g., NBC 2016, LEED, WELL).

Coordinate with internal technical teams and the Lessor for timely approval or feedback on drawings.

Track and ensure timely responses from the buyer/tenant and the Property Manager on submissions.

Fit - Out / Interior Logistics Planning

Share the building-specific logistics plan with the buyer/tenant, including routing for materials and manpower, service lift usage, storage zones, debris yard location, etc.

Assist in scheduling and allocating temporary storage areas, restrooms, DG locations, and water access points as per approved plans.

Site Visits & Safety

Schedule and coordinate customer site visits aligned with project milestones. Ensure proper safety measures are followed during site visits and maintain accurate records of all visit-related activities and feedback.

Communication & Escalation Management

Ensure all client communications are acknowledged and responded to with appropriate solutions. In the event of escalations, prepare a detailed case history and collaborate with internal stakeholders to resolve the issue constructively and promptly.

Technical Advisory & Vendor Coordination

Address buyer/tenant queries regarding HVAC systems, plumbing, power, fire safety, and structural modifications.

Assist the buyer/tenant in identifying or connecting with approved vendors (e.g., modular kitchen, AC systems, fire detection equipment).

Review and assess buyer/tenant requests for additional infrastructure or services and help estimate costs where applicable.

Monitoring & Site Supervision

Schedule regular site inspections to ensure work progress aligns with approved plans and guidelines.

Ensure fit-out/interior activities by the buyer/tenant do not damage common areas, services, or structural components.

Verify that noisy or disruptive activities are scheduled as per policy and do not impact other occupants.

Compliance & Safety Enforcement

Ensure the buyer/tenant and their vendors follow all prescribed safety guidelines including PPE use, fire safety, debris disposal, and restricted area access.

Enforce penalties or recommend halting work in case of serious non-compliance or safety violations.

Maintain records of work permits, insurance documents, and safety inductions.

Final Inspection & Close - Out

Conduct a final inspection upon completion of fit-out/interior works to confirm alignment with approved drawings.

Document any deviations and coordinate rectification if required.

Ensure submission of as-built drawings and relevant authority approvals (e.g., CEIG) within stipulated time.

Support with certification for final occupancy clearance.

Documentation & Record Keeping

Maintain organized and accurate records of all communications, changes, visits, client approvals, and resolutions for accountability and future reference.

Maintain documentation of all project specification and statutory approvals

Process Improvement

Continuously enhance customer relationship practices, tools, and workflows by collecting feedback from clients and team members.

Customer Feedback & Closure

Collect customer feedback during and after the handover, initiate post-handover support if required, and ensure smooth transition to after-sales/customer support team.

Qualification & Skills

Bachelor's degree in Civil Engineering, or a related field

3-6 years of experience in customer/client-facing roles, preferably in real estate, construction or architecture

Customer coordination experience of at least 1 residential project

Knowledge of finishes material and quality workmanship for premium residential project

Proficiency in AutoCAD and ability to read and modify design plans

Experience in cost estimation and managing design changes

Strong communication and interpersonal skills

High attention to detail and strong documentation practices

Ability to manage escalations professionally and develop resolution strategies

Willingness to work onsite and coordinate with multiple teams

Basic technical knowledge of civil, MEP, HVAC, and fire safety systems

Understanding of green building and wellness certifications (LEED, WELL)

Strong project coordination and multitasking ability

Conflict resolution skills with a focus on buyer/tenant management

Job Type: Full-time

Pay: From ?40,000.00 per month

Work Location: In person