JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Position: Customer Relationship Manager (CRM)
Business Line: Property and Asset Management

Job Overview

The Customer Relationship Manager (CRM) will be responsible for managing all customer service functions, with a core focus on complaint resolution, resident documentation, and the Move-In/Move-Out (MIMO) process. The role involves leading the CRE team, streamlining customer touchpoints, ensuring service excellence, and maintaining compliance in resident-related documentation.

Key Responsibilities

1. Complaint Management

Own the end-to-end complaint lifecycle—registration, allocation, follow-up, and closure.
Track complaints through platforms such as NBH, ensuring strict adherence to SLA and TAT.
Analyse complaint trends and submit reports to the Property Manager for performance review and process enhancement.

2. CRE Team Supervision

Lead and manage the Customer Relationship Executive (CRE) team.
Conduct performance reviews, shift planning, training, and adherence to grooming and service SOPs.
Ensure consistent coverage and shift-wise reporting for uninterrupted resident service.

3. Customer Engagement & Communication

Implement feedback collection mechanisms, conduct customer satisfaction surveys, and present monthly analytics.
Coordinate proactive and reactive communication to residents regarding services, maintenance, and community updates.
Handle escalations, direct interactions, and high-sensitivity cases with professionalism and empathy.

4. Resident Documentation & MIMO Process

Manage and maintain accurate resident database, tenant records, ownership/tenancy documents, and ID proofs.
Oversee Move-In/Move-Out (MIMO) procedures: documentation, approvals, checklists, coordination with security and operations teams.
Ensure timely issuance of welcome kits, society guidelines, No Dues Certificates (NDC), and access permissions during onboarding/offboarding of residents.
Maintain digital and physical logs of resident information in line with compliance and data confidentiality protocols.

5. Coordination with Internal Teams

Liaise with departments such as Engineering, Housekeeping, Security, and Horticulture for seamless resolution of resident concerns.
Coordinate with accounts for No Dues, billing clarifications, and service-related financial queries.
Support operational planning for events, emergencies, or service interventions affecting residents.

6. Documentation & Reporting

Maintain updated logs of complaints, feedback, calls, interactions, and CRE performance.
Submit Daily Management Reports (DMR), Monthly Management Reports (MMR), and Complaint Dashboards in a timely manner.

Site Dynamics

Project: Tata Primanti, Sector 72, Gurgaon
Type: Premium Residential Township
Work Schedule: 6 Working Days, 1 Weekly Off
Reporting To: Property Manager
Team: 2–3 Customer Relationship Executives (CREs) reporting to the CRM

Candidate Profile

Educational Background

Graduate or Postgraduate in Hospitality Management, Customer Relations, or Business Administration.

Professional Experience

Minimum 4–6 years of customer-facing experience, with at least 2 years in a team lead or managerial role.
Prior exposure to residential property management, MIMO handling, or high-end hospitality preferred.

Skill Set

Strong team leadership, complaint handling, and customer interaction skills.
Fluent in English and Hindi (spoken and written).
Proficient in MS Office, MS Excel, customer service portals, CRM tools, and mobile applications.
Organized and detail-oriented with strong documentation management abilities.
Professional grooming and a resident-first service mindset.

What We Offer

At JLL, you will operate in a performance-driven, inclusive, and premium environment. We offer:

Opportunities for leadership growth and structured career progression.
A collaborative work culture with access to advanced training modules.
Competitive compensation and the industry's best Total Rewards framework.

Apply Now

Location:

On-site –Gurugram, HR

Scheduled Weekly Hours:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at accomodationrequest@am.jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.