Maintenance Collections & CRM

Shubhashray-Housing-India; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Shubhashray Housing India is seeking an experienced Maintenance Collections & CRM lead to own the maintenance P&L across all sites, ensure on-time resident payments, and coordinate with Legal, CRM and site teams to deliver service excellence.

You will manage collections, build trust-based resident relationships, handle rate revisions, and supervise vendor contracts for on-site services while guiding pricing and strategy with senior management.

Qualifications

• Experience in CRM, facility/township management, or resident services preferred.
• Ability to hold calm, professional conversations with residents under conflict.
• Strong cross-functional coordination with Legal, CRM, site operations and leadership.

Responsibilities

• Own maintenance collections across all sites; drive on-time payment culture; coordinate with legal for defaulters.
• Build trust-based relationships with residents and RWAs; be the senior point of contact for escalations.
• Communicate and manage resident expectations around maintenance rate increases; protect collection rates during transitions.
• Own site-wise maintenance P&L cost control, vendor spend, and billing accuracy across sites.

Skills

CRM management

P&L ownership

Stakeholder communication

Cross-functional coordination

Conflict resolution

Education

Graduate degree

Tools

IFMS

Job description

We maintain the highest standards of integrity with all stakeholders and partners: our customers, employees, contractors and our site workmen . We take pride in enhancing our customers’ lives even after we have handed over the homes. We have zero tolerance for politicking. We like low-ego and conscientious people whose life mi ssion is to constantly learn. We practice a culture that rewards initiative, a low-cost mindset and deliverability, with little regard for hierarchy or centralisation.

If you have the right mix of intelligence, passion and high integrity needed to help us accomplish our goals, we strongly encourage you to apply.

Why Join Us

• a. Great Place to Work: Shubhashray Housing India was certified as a "Great Place to Work," offering a dynamic and supportive work environment.
• b.Growth Opportunities: We offer a steep learning curve in a fast-growing company that encourages independent decision-making.
• c.Mission-Driven: Be part of a mission driven, high energy team to provide efficient housing solutions while enhancing customers' lives.

Job Description - Maintenance Collections & CRM

Location

Head Office, Gurgaon

CTC

upto 15,00,000 per annum

Role Summary

This role owns the maintenance P&L across all Shubhashray sites from resident collections and rate revisions to service delivery through site maintenance teams. It is the single point of accountability for ensuring residents pay on time, stay satisfied, and continue paying when rates are revised. The person will act as the calm, senior face of maintenance operations with residents while coordinating closely with Legal, CRM, site teams, vendors, and senior management.

Key Responsibilities

Collections

Own maintenance collections across all sites; drive on-time payment culture; run structured follow-up and escalation with defaulters in coordination with legal.

Resident Relationship

Build direct, trust-based relationships with residents/RWAs; be the calm, senior point of contact for escalations and heated interactions.

Rate Revisions

Communicate and manage resident expectations around maintenance rate increases, protecting collection rates through the transition.

P&L Ownership

Own site-wise maintenance P&L cost control, vendor spend, and billing accuracy across all sites; track fund flow from collection to bank deposit and reconciliation, ensuring timely, transparent movement of resident payments with no leakage or delay.

Team Delegation

Delegate and monitor site maintenance teams against SLAs and resident satisfaction benchmarks.

Manage vendors for on-site assets STP, lifts, security, housekeeping, horticulture, and other AMC services.

Cross-functional Coordination

Coordinate with Legal (dues recovery, RWA handover, IFMS matters), CRM (resident data and communication), and senior management on pricing and strategy.

Represent maintenance operations in leadership reviews; recommend strategy on pricing, service levels, and site-wise turnaround plans.

Ideal Candidate Profile

• Any graduate; a background in law, business administration, or facilities management is a plus.
• 5-8 years of experience in CRM, facility/township management, or resident services real estate or residential township experience strongly preferred.
• Working knowledge of RWA/society management, IFMS, and maintenance billing cycles.
• Demonstrated ability to hold calm, professional conversations under conflict this is a non-negotiable requirement given the resident-facing nature of the role.
• Comfortable owning a P&L and being measured on collection outcomes, not just task execution.
• Strong cross-functional coordination skills - able to work fluently with Legal, CRM, site operations, and leadership.