Manager - CRM Handovers
Svadha Builders · Hyderabad · onsite · Posted 63d ago
Undisclosed8–12 yrsfulltimeSourced from
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About this role
Role Summary
The Manager - CRM (Customer Handover) will be responsible for planning, coordinating, and executing the end-to-end customer handover process for residential projects, ensuring a seamless customer experience from possession readiness to post-handover support. The role acts as the single point of contact between customers and internal departments including Projects, Quality, MEP, Legal, Finance, Sales, Facilities, and Customer Support.
The incumbent will drive customer satisfaction, timely handovers, documentation compliance, defect resolution, and post-possession engagement while upholding the premium customer experience standards of Svadha 2.0.
Key Responsibilities 1. Handover Planning Execution - Prepare and execute project-wise handover plans aligned with construction completion schedules.
- Coordinate with Projects, Quality, MEP, and Facilities to ensure units are handover-ready.
- Ensure all statutory approvals and occupancy requirements are completed before possession.
- Schedule customer inspections and possession dates.
- Monitor handover milestones and maintain adherence to timelines.
- Act as the primary relationship manager during the possession journey.
- Provide proactive communication regarding handover schedules, documentation, and payment milestones.
- Conduct customer walkthroughs during pre-possession inspections.
- Address customer queries professionally and within defined SLAs.
- Ensure a premium and personalized customer experience.
- Verify customer documentation before possession.
- Coordinate with Legal and Finance teams for:
- Sale Deed ,Registration ,NOCs ,Maintenance agreements ,Utility transfers
- Ensure complete documentation before key handover.
- Maintain digital and physical possession records.
- Coordinate snag identification during customer inspections.
- Work closely with Projects and Quality teams for closure of observations.
- Track defect resolution timelines.
- Obtain customer sign-off after closure.
- Escalate unresolved issues to management.
Collaborate closely with:
- Projects ,Engineering ,Quality , MEP , Sales , Finance , Legal , Facilities Management , Security , Housekeeping , Vendor Partners
to ensure a smooth possession experience.
6. Customer Satisfaction - Measure customer satisfaction during and after possession.
- Conduct Customer Satisfaction Surveys (CSAT).
- Drive improvement initiatives based on customer feedback.
- Minimize customer escalations.
- Maintain positive customer relationships after handover.
- Publish weekly and monthly handover dashboards.
- Track:
- Units Ready ,Units Handed Over,Pending Documentation,Snag Status, Customer Satisfaction Score, Escalations,Turnaround Time (TAT)
- Present project-wise reports to management.
- Lead CRM handover executives.
- Allocate project responsibilities.
- Monitor productivity and SLAs.
- Coach team members on customer service excellence.
- Ensure process adherence and continuous improvement.
- Bachelors Degree in Business Administration, Civil Engineering, Architecture, or a related field.
- MBA is preferred.
- Manager: 8-12 years of experience in CRM, customer handovers, or customer service within the real estate industry.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceCustomer Experiencecustomer satisfactionCustomer SupportcrmContinuous improvementManager CRMMEPHousekeepingCivil Engineering
About Svadha Builders
Svadha Builders
Real Estate
Hyderabad / Secunderabad, Telangana
India
₹5.6L PA avg
Avg at Svadha Builders
About
Svadha Builders Company is incepted in the year 2015 and since then the organization has been setting benchmarks in the industry in terms of unprecedented quality, design, innovation and trust. Team has experienced professionals, under their eminent guidance and brilliance that the organization success stands unsurpassed.
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