Manager - CRM Handovers

Svadha Builders; Hyderabad; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Svadha Builders seeks a Manager – CRM (Customer Handover) to plan and execute end-to-end handovers for residential projects, ensuring a premium customer experience from possession readiness to post-handover support.

The role acts as the single point of contact between customers and internal teams such as Projects, Quality, MEP, Legal, Finance, Sales, Facilities, and Customer Support, driving satisfaction and timely handovers.

Qualifications

• 8–12 years in CRM, customer handovers, or customer service in real estate.
• MBA preferred.
• Bachelor's degree in Business Administration, Civil Engineering, Architecture, or related field.

Responsibilities

• Plan and execute project-wise handover plans aligned with construction timelines.
• Coordinate with Projects, Quality, MEP and Facilities to ensure handover readiness.
• Ensure all statutory approvals and occupancy requirements are completed before possession.
• Schedule customer inspections and possession dates.
• Act as primary relationship manager during the possession journey and address queries.
• Coordinate with Legal and Finance for sale deeds, NOCs, maintenance and utility transfers.
• Monitor handover milestones and adherence to timelines; escalate as needed.
• Publish weekly/monthly handover dashboards and MIS reports.

Skills

CRM management

Customer handovers

Cross-functional collaboration

Stakeholder management

Education

Bachelor's Degree in Business Administration

Bachelor's Degree in Civil Engineering

Bachelor's Degree in Architecture

MBA

Tools

CRM software

Job description

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.

2. Customer Communication

• 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.

3. Documentation & Compliance

• Coordinate with Legal and Finance teams for:
  • Sale Deed ,Registration ,NOCs ,Maintenance agreements ,Utility transfers
• Maintain digital and physical possession records.
• Work closely with Projects and Quality teams for closure of observations.
• Escalate unresolved issues to management.

5. Cross Functional Coordination

Collaborate closely with:

• Projects ,Engineering ,Quality ,MEP,Sales,Finance,Legal,Facilities Management,Security,Housekeeping,Vendor Partners

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.

7. Reporting & MIS

• 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.
• Allocate project responsibilities.
• Monitor productivity and SLAs.
• Coach team members on customer service excellence.
• Ensure process adherence and continuous improvement.

Qualification

• Bachelor's Degree in Business Administration, Civil Engineering, Architecture, or a related field.
• MBA is preferred.

Experience

• Manager: 8–12 years of experience in CRM, customer handovers, or customer service within the real estate industry.