Managing housing complexes, residential townships and residential communities requires subject matter expertise, customised services and a commitment to creating a seamless yet enjoyable living experience. At Brightstone - we are setting a new standard for excellence in residential property management, focused on enhancing resident satisfaction and property value for housing societies nationwide.
Group Customer Relationship Manager
Brightstone North India | Residential Property Management
About the Role
We are seeking an experienced Group Customer Relationship Manager to lead customer experience and relationship management across our residential property management portfolio in North India. This strategic role will oversee customer engagement initiatives, drive resident satisfaction, and ensure service excellence across multiple residential communities managed by Brightstone.
Key Responsibilities
Customer Relationship Management Develop and execute comprehensive customer relationship strategies across assigned residential communities in North India. Build and maintain strong relationships with residents, homeowners' associations, and key stakeholders. Serve as the primary escalation point for complex resident concerns and ensure timely resolution of issues. Conduct regular engagement sessions with residents to understand needs, gather feedback, and communicate service improvements.
Service Excellence & Quality Assurance Monitor service delivery standards across all managed properties and ensure consistent quality. Implement customer feedback mechanisms including surveys, focus groups, and digital platforms to measure satisfaction levels. Analyze customer feedback data to identify trends, service gaps, and opportunities for improvement. Develop action plans to address service deficiencies and enhance overall customer experience.
Team Leadership & Development Lead and mentor the customer service team across multiple properties in the North India region. Establish performance metrics and KPIs for customer service staff and conduct regular performance reviews. Provide training and development programs to enhance team capabilities in customer relationship management. Foster a customer-centric culture within the property management teams.
Stakeholder Management Collaborate with property managers, facility teams, and vendors to ensure seamless service delivery. Liaise with developers, owners, and homeowners' associations to align service expectations. Prepare and present regular reports on customer satisfaction metrics, service performance, and improvement initiatives to senior management. Coordinate with marketing teams on resident engagement activities and communication strategies.
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Process Improvement & Innovation Identify and implement process improvements to enhance customer experience and operational efficiency. Introduce digital solutions and technology platforms to improve customer communication and service delivery. Develop standard operating procedures for customer service operations across the portfolio. Benchmark against industry best practices and implement innovative customer engagement programs.
Community Building Plan and execute resident engagement events, activities, and community-building initiatives. Develop communication strategies to keep residents informed about property updates, events, and services. Create platforms for resident interaction and community development within managed properties. Manage social media and digital communication channels for resident communities.
Qualifications & Experience
Essential Requirements Bachelor's degree in Business Administration, Hospitality Management, or related field; MBA preferred. Minimum 8-10 years of experience in customer relationship management, preferably in residential property management, hospitality, or real estate sectors. At least 3-5 years in a leadership role managing customer service teams across multiple locations. Proven track record of improving customer satisfaction scores and implementing successful CRM initiatives.
Skills & Competencies Exceptional interpersonal and communication skills with ability to build rapport with diverse stakeholders. Strong leadership capabilities with experience in coaching and developing high-performing teams. Excellent problem-solving skills and ability to handle complex, sensitive situations with diplomacy. Proficiency in CRM software, customer feedback platforms, and Microsoft Office Suite. Data analysis skills to interpret customer metrics and translate insights into action plans. Strong organizational and project management abilities to handle multiple priorities simultaneously.
Personal Attributes Customer-obsessed mindset with genuine passion for service excellence. Proactive, solutions-oriented approach with ability to anticipate customer needs. Emotional intelligence and cultural sensitivity to work effectively with diverse communities. High integrity and professional ethics in all interactions. Flexibility to work beyond standard hours when required for events or urgent resident matters.
Location & Travel
Based in North India (Delhi NCR/Gurugram/Noida) with regular travel across managed properties in the region. Willingness to travel up to 40-50% of time to various property locations.
What We Offer
Opportunity to shape customer experience strategy across a growing residential portfolio. Collaborative work environment with focus on innovation and continuous improvement. Competitive compensation package with performance-based incentives. Professional development opportunities within JLL and the Brightstone platform. Comprehensive benefits package including health insurance and wellness programs.
Location:
On-site –Gurugram, HR
Scheduled Weekly Hours:
40
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!
At Brightstone, we’re committed to redefine residential property management across India through innovation, expertise and our drive for excellence. Our people are our greatest asset when it comes to achieving this – professionals who bring passion and precision to every aspect of residential property management.
How to apply
Please submit a tailored CV detailing your experience relevant to this role.
Find out more about us here.
Brightstone Privacy Notice
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Generally the personal information we collect from you are for the purposes of dealing with your enquiry.
We endeavor 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 Brightstone processes your personal data, please view our Privacy Statement.
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