Manager - CRM Handovers

Role Summary

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

• Verify customer documentation before possession.
• Coordinate with Legal and Finance teams for:
  • Sale Deed ,Registration ,NOCs ,Maintenance agreements ,Utility transfers
• Ensure complete documentation before key handover.
• Maintain digital and physical possession records.

4. Snag & Defect Management

• Coordinate snag identification during customer inspections.
• Work closely with Projects and Quality teams for closure of observations.
• Track defect resolution timelines.
• Obtain customer sign-off after closure.
• 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

to ensure a smooth possession experience.

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.
• Maintain positive customer relationships after handover.

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.

8. Team Leadership

• Lead CRM handover executives.
• 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.