Client Relationship Manager

Department: Sales Operations

Employment Type: Full-time

Experience: 1–2 years

Weekly Off: Tuesday

Weekend Availability: Mandatory

Fixed Salary: Maximum ₹30,000 gross per month

Quarterly Performance Incentive: Up to ₹15,000

Role Objective

The Site Visit Manager will be responsible for delivering a professional, informative and well-coordinated experience to prospective customers visiting Dholera. The person must be capable of managing multiple site visits and different client groups on the same day without compromising punctuality or service quality.

This is not a direct sales or closure role. Performance will be evaluated primarily on client experience, positive feedback, operational discipline and the quality of site visits conducted.

Key Responsibilities

• Receive clients from the airport, railway station or hotel using company-arranged transportation.

• Accompany clients throughout the complete Dholera site-visit programme.

• Conduct tours strictly according to the route and itinerary approved by the company.

• Plan and coordinate multiple site visits when different clients or groups are scheduled on the same day.

• Coordinate separate pickup timings, vehicles, itineraries and assigned Sales RMs for each client group.

• Ensure that no client remains unattended or experiences avoidable delays during overlapping visits.

• Prioritise and adjust schedules efficiently in case of flight delays, late arrivals or last-minute itinerary changes.

• Present Dholera, company projects and relevant project information accurately and professionally.

• Explain the project location, infrastructure, connectivity, amenities and surrounding developments using approved information.

• Ensure that the vehicles, route plans, presentation materials, refreshments and site arrangements are ready before every visit.

• Coordinate with the sales team, site operations, drivers and other internal stakeholders.

• Review the customer profile and visit objective before receiving each client.

• Maintain punctuality during pickup, travel, presentations, site movement and drop-off.

• Answer general project and location-related questions without communicating unauthorised prices, discounts or commitments.

• Hand over all commercial, negotiation and closure-related discussions to the assigned Sales RM after the site visit.

• Collect structured client feedback immediately after every site visit.

• Record the visit outcome, client feedback, concerns and observations in the prescribed system or report.

• Escalate negative feedback or service issues to the reporting manager immediately.

• Maintain site-visit records, customer attendance and daily/weekly MIS.

• Ensure professional conduct, appropriate grooming and high hospitality standards throughout the visit.

• Follow all company safety, confidentiality and customer-handling protocols.

Candidate Requirements

• One to two years of experience in real estate site visits, project presentation, customer experience or a related field.

• Diploma/degree in civil engineering or relevant experience in the real estate industry.

• Strong understanding of real estate terminology, layouts and basic site infrastructure.

• Proven ability to independently conduct professional property site visits.

• Ability to manage multiple clients and overlapping site-visit schedules on the same day.

• Strong planning, multitasking, time-management and crisis-handling abilities.

• Excellent presentation, interpersonal and client-handling skills.

• Strong spoken Hindi and English; Gujarati will be preferred.

• Presentable, confident, patient and customer-focused.

• Comfortable conducting full-day visits and travelling regularly within Dholera.

• Willing to work on Saturdays, Sundays and public holidays when site visits are scheduled.

• Basic proficiency in CRM, Google Maps, Microsoft Excel and WhatsApp reporting.

• Familiarity with Dholera SIR and the surrounding infrastructure will be an advantage.

Performance Parameters

The quarterly client-experience incentive will be determined through:

• Number of assigned site visits successfully completed

• Ability to manage multiple visits and client groups efficiently

• On-time pickup and itinerary adherence

• Client waiting time and coordination quality

• Client feedback completion rate

• Positive customer-feedback score

• Quality and accuracy of the presentation

• Professional conduct and hospitality

• Reporting accuracy and turnaround time

• Number of complaints or service escalations

• Compliance with the company-approved route and presentation process

The incentive will not be linked to booking value or sales closure.

Career Progression

This is a progressive customer-facing role. After completing six months, the candidate may be evaluated for progression to a Sales Relationship Manager role, based on:

• Site-visit performance

• Client feedback

• Product knowledge

• Communication and presentation ability

• Sales aptitude

• Professional discipline

• Availability of a suitable position

Progression will be subject to performance assessment and management approval.