Deputy Manager

Adani Realty; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Adani Realty, the real estate arm of Adani Group, seeks an Incharge - Relationship Manager to build and maintain strong customer relationships, overseeing the lifecycle from booking to handover. You will address allotment issues and ensure a seamless onboarding and payment process to enhance overall satisfaction.

The role involves stakeholder collaboration with finance, projects, legal, marketing and sales teams, plus engagement in industry events to promote the brand and ensure smooth handovers.

Qualifications

• CRM experience required.
• Experience in Sales, Post-Sales or Client Servicing.
• Exposure to Real Estate/Banking/NBFC or service industries is a plus.

Responsibilities

• Manage the customer lifecycle from booking to handover and ensure a smooth onboarding.
• Conduct comfort and welcome calls to new customers for positive onboarding.
• Engage with clients to address queries about property allocations and resolve allotment issues.
• Oversee payment processes, inform customers about milestones, and coordinate registration with vendors for stamp duty.
• Raise invoices post-architecture certification until possession; manage possession certification for handover.
• Coordinate snagging/desnagging visits and address issues before handover.
• Facilitate final handover of keys and parking letters with complete documentation support.
• Maintain accurate client interaction records and generate reports on satisfaction and performance.
• Collaborate with Marketing, Projects, Legal and other teams; participate in industry events to promote Adani Realty.

Skills

CRM

Sales

Post-Sales

Client Servicing

Education

Bachelor's degree

MBA (Preferred)

CRM Certification (advantage)

Job description

Responsibilities

Adani Group: Adani Group is a diversified organisation in India comprising 10 publicly traded companies. It has created a world-class logistics and utility infrastructure portfolio that has a pan-India presence. Adani Group is headquartered in Ahmedabad, in the state of Gujarat, India. Over the years, Adani Group has positioned itself to be the market leader in its logistics and energy businesses focusing on large-scale infrastructure development in India with O & M practices benchmarked to global standards. With four IG-rated businesses, it is the only Infrastructure Investment Grade issuer in India.

Adani Realty

Adani Realty is the real estate arm of one of India’s leading infrastructure and development entities – Adani Group. With resolute commitment to ‘Nation Building’ and ‘Growth with Goodness’, we are developing real estate projects in the most promising destinations, integrating design aesthetics with cutting-edge construction technology.

Job Purpose

The Incharge - Relationship Manager is responsible for building and maintaining strong relationships with customers, managing the entire customer lifecycle from booking to handover. This role involves overseeing customer interactions, addressing allotment issues, and ensuring a seamless onboarding and payment process to enhance overall customer satisfaction.

Key Responsibilities of Role

Customer Lifecycle Management

• Manage the customer lifecycle from booking to handover, ensuring a smooth transition at each stage.
• Conduct comfort calls and welcome calls to new customers to ensure a positive onboarding experience.

Customer Interaction

• Regularly engage with clients to address any queries or concerns related to their property allocations.
• Handle all allotment issues and ensure timely resolution to enhance customer satisfaction.

Payment Management

• Manage payment processes, ensuring clients are informed about payment milestones and deadlines.
• Oversee the registration process, including coordinating with vendors for stamp duty and drafting the Agreement of Deposit (AOD).

Invoicing And Certification

• Raise invoices for project milestones post-architecture certification until the project is ready for possession.
• Manage the possession certification process to facilitate a smooth handover to customers.

Snagging And Desnagging Process

• Coordinate customer visits to properties for snagging and desnagging, ensuring all issues are documented and addressed promptly.
• Work with relevant teams to resolve all identified snags before handover.

Final Handover

• Facilitate the final handover of keys and parking allotment letters to customers.
• Ensure that customers receive all necessary documentation and support during the handover process.

Documentation And Reporting

• Prepare and maintain accurate records of client interactions, sales activities, and feedback for continuous improvement.
• Generate reports on customer satisfaction levels and operational performance.

Collaboration

• Work closely with internal teams, including marketing and project management, to align client needs with business offerings.
• Attend industry events and conferences to network and promote Adani Realty's brand.

Key Stakeholders - Internal

• Finance Team
• Projects Team
• Legal Team
• Architectes
• Facility Management Team
• Marketing and Sales Team
• Branding Team

Key Stakeholders - External

• Bankers
• Customers

Qualifications

Educational Qualification

• Graduate (Mandatory) – BBA / B.Com / BA / BSc
• MBA (Preferred) – Marketing, Finance, or Sales
• Certification in CRM, Sales, or Customer Experience is an added advantage

Experience

• 3–8 years of experience in:
  • Customer Relationship Management (CRM)
  • Sales / Post-Sales / Client Servicing
  • Real Estate / Banking / NBFC / Service Industry