Lead – Relationship Manager (CRM)

Adani Realty; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Adani Realty, the real estate arm of Adani Group, seeks a Relationship Manager to build and sustain strong customer relationships from booking to handover. You will oversee onboarding, allotment issues, payments, registrations, and handover documentation, ensuring a seamless customer experience.

Ideal candidates have 3–8 years in CRM/sales/client servicing in real estate or related sectors, with graduate qualifications and CRM certifications welcome.

Qualifications

• Graduate with BBA/B.Com/BA/BSc; MBA preferred in marketing/finance/sales.
• CRM, sales or customer experience certifications are a plus.
• 3–8 years in CRM, sales or client servicing in real estate/banking/NBFC/service.

Responsibilities

• Manage customer lifecycle from booking to handover with smooth onboarding and payment processes.
• Engage with clients to address queries and resolve allotment issues.
• Oversee payment milestones, registration, stamp duty and AOD drafting.
• Coordinate snagging/desnagging and final handover activities.
• Prepare records and reports on client interactions and satisfaction.

Skills

CRM experience

Client servicing

Communication skills

Sales mindset

Education

Graduate (BBA / B.Com / BA / BSc)

MBA (Preferred – Marketing, Finance or Sales)

CRM/cust. experience certification (added advantage)

Tools

CRM software

Job description

JOB DESCRIPTION

About Business

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.

Responsibilities

Incharge - Relationship Manager

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