Senior manager, Property Mgmt Operations

Job Summary

Group Customer Relationship Manager

Brightstone North India | Residential Property Management

Tailored residential property management, with Brightstone.

Managing housing complexes, residential townships and residential communities requires subject matter expertise, customised services and a commitment to creating a seamless yet enjoyable living experience. At Brightstone - we are setting a new standard for excellence in residential property management, focused on enhancing resident satisfaction and property value for housing societies nationwide.

About the Role

We are seeking an experienced Group Customer Relationship Manager to lead customer experience and relationship management across our residential property management portfolio in North India. This strategic role will oversee customer engagement initiatives, drive resident satisfaction, and ensure service excellence across multiple residential communities managed by Brightstone.

Responsibilities

• Customer Relationship Management Develop and execute comprehensive customer relationship strategies across assigned residential communities in North India.
• Customer Relationship Management Build and maintain strong relationships with residents, homeowners associations, and key stakeholders.
• Customer Relationship Management Serve as the primary escalation point for complex resident concerns and ensure timely resolution of issues.
• Customer Relationship Management Conduct regular engagement sessions with residents to understand needs, gather feedback, and communicate service improvements.
• Service Excellence Quality Assurance Monitor service delivery standards across all managed properties and ensure consistent quality.
• Service Excellence Quality Assurance Implement customer feedback mechanisms including surveys, focus groups, and digital platforms to measure satisfaction levels.
• Service Excellence Quality Assurance Analyze customer feedback data to identify trends, service gaps, and opportunities for improvement.
• Service Excellence Quality Assurance Develop action plans to address service deficiencies and enhance overall customer experience.
• Team Leadership Development Lead and mentor the customer service team across multiple properties in the North India region.
• Team Leadership Development Establish performance metrics and KPIs for customer service staff and conduct regular performance reviews.
• Team Leadership Development Provide training and development programs to enhance team capabilities in customer relationship management.
• Team Leadership Development Foster a customer-centric culture within the property management teams.
• Stakeholder Management Collaborate with property managers, facility teams, and vendors to ensure seamless service delivery.
• Stakeholder Management Liaise with developers, owners, and homeowners associations to align service expectations.
• Stakeholder Management Prepare and present regular reports on customer satisfaction metrics, service performance, and improvement initiatives to senior management.
• Stakeholder Management Coordinate with marketing teams on resident engagement activities and communication strategies.
• Process Improvement Innovation Identify and implement process improvements to enhance customer experience and operational efficiency.
• Process Improvement Innovation Introduce digital solutions and technology platforms to improve customer communication and service delivery.
• Process Improvement Innovation Develop standard operating procedures for customer service operations across the portfolio.
• Process Improvement Innovation Benchmark against industry best practices and implement innovative customer engagement programs.
• Community Building Plan and execute resident engagement events, activities, and community-building initiatives.
• Community Building Develop communication strategies to keep residents informed about property updates, events, and services.
• Community Building Create platforms for resident interaction and community development within managed properties.
• Community Building Manage social media and digital communication channels for resident communities.

Qualifications

Essential Requirements

• Bachelors degree in Business Administration, Hospitality Management, or related field; MBA preferred.
• Minimum 8-10 years of experience in customer relationship management, preferably in residential property management, hospitality, or real estate sectors.
• At least 3-5 years in a leadership role managing customer service teams across multiple locations.
• Proven track record of improving customer satisfaction scores and implementing successful CRM initiatives.

Skills Competencies

• Exceptional interpersonal and communication skills with ability to build rapport with diverse stakeholders.
• Strong leadership capabilities with experience in coaching and developing high-performing teams.
• Excellent problem-solving skills and ability to handle complex, sensitive situations with diplomacy.
• Proficiency in CRM software, customer feedback platforms, and Microsoft Office Suite.
• Data analysis skills to interpret customer metrics and translate insights into action plans.
• Strong organizational and project management abilities to handle multiple priorities simultaneously.

Personal Attributes

• Customer-obsessed mindset with genuine passion for service excellence.
• Proactive, solutions-oriented approach with ability to anticipate customer needs.
• Emotional intelligence and cultural sensitivity to work effectively with diverse communities.
• High integrity and professional ethics in all interactions.
• Flexibility to work beyond standard hours when required for events or urgent resident matters.

Location and Travel

Based in North India (Delhi NCR/Gurugram/Noida) with regular travel across managed properties in the region. Willingness to travel up to 40-50% of time to various property locations.

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.