Resident Relationship Manager

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: CRM, City Name.

Business: Property and Asset Management, City Name.

What this job involves

You will be JLL’s front liner at the site for anticipating guest resident needs and resolving all customer resident related concerns. Your role is to ensure that customer service is maintained as per the standards set by the us. Your day to day activities will involve:

•  Relationship Building: Build and maintain profitable relationships with residents.
• Stakeholder Interactions: Interact with residents, management committee members, and visitors to provide high-quality services and maintain strong public relations.  Gather feedback and suggestions, address the needs of all stakeholders.
• Hospitality Management: Maintain a proactive hospitality outlook, anticipating management committee needs. Resolve management committee concerns confidently and effectively.
• CRE Grooming Checks: Conduct regular checks on the grooming standards of Customer Relations Executives (CREs) and maintain records.
• Customer Satisfaction Surveys: Conduct Customer Satisfaction Surveys (CSSR) with residents periodically and report results quarterly to the Property Manager.
• Newsletter Management: Compile and send out a quarterly newsletter to stakeholders.
• Weekly Meetings:  Hold weekly meetings with CRM team related to CRM activities.
• Event Planning: Prepare an events calendar and coordinate with vendors for. Present event proposals to the management committee for approval.
• Complaint Resolution: Coordinate with relevant departments to resolve complaints promptly. Maintain and update a complaint tracker for transparency and accountability.
• Follow-up: Follow up with departments to ensure timely closure of pending issues.
• Emergency Response: Be trained to respond to emergencies and liaise with appropriate authorities.
• Report Preparation: Prepare the Monthly Management Report (MMR) for the CRM department and submit it to the Property Manager.
• Vendor Management: Collect quotations from vendors and prepare comparative analyses.
• Safety and Emergency Procedures: Understand and adhere to safety and emergency procedures for all stakeholders.
• Mass Communication: Send mass emails to residents regarding building operations, maintenance, events, etc.
• Effective Communication: Communicate effectively with all stakeholders
• Administrative Assistance: Provide administrative assistance to the Property Manager
• Revenue Generation for the Society: Explore opportunities for revenue generation initiatives for the society. This comprehensive list outlines the core responsibilities expected of the CRM role in ensuring effective stakeholder engagement, service delivery, and operational excellence.
• Weekly Tasks: Maintain and submit the Daily CRM Report, Weekly Report.
•  Monthly Tasks: Prepare the Monthly Management Report (MMR) and share it with the Property Manager. These responsibilities ensure comprehensive soft services management and coordination across all departments, maintaining high standards of safety and responsiveness.
• Ensuring closure of complaints and communicating the actions taken to the stakeholders in a poised and confident manner.
• Taking ownership of the request or complaint and ensuring they are handled effectively within TAT.
• Monitoring the helpdesk and customer service executives on a regular basis.
• Taking daily rounds of the front of the house of the property premises and reporting any lapses/ observations to the relevant team.
• Conducting timely Customer Feedback Surveys and sharing the reports with the client/management.
• Cooperating, coordinating and communicating with other departments to ensure good customer experience and sharing consolidated feedback reports with the team for improvement of services.
• Helping to ensure that any complaint/requests and/or emergencies are handled in an expeditious manner (as per JLL policies) and contact the proper authorities when needed.
• Being familiar with the building operating procedures manual (Lost and found, timings, id card application, permission forms etc.)
• Helping in activities like filing, checking and maintaining inventory records, DMR, MMR, club house reports, etc.
• Managing and participating in events/parties/CSR activities, general maintenance and guest handling.
• Act as a secondary point of contact for all occupants, in case of client escalation.
• Prepares and approves the working schedule/rostering for the helpdesk team as per the operational requirements to maintain & operate the property at an optimum level.

Client:

You will be working on __Artesia___, which is a ___Residential____, located at ___Mumbai____

Site dynamics:

Work Schedule: Site team:  e.g.: Property Manager +2 Other details if any.

Reporting:

You will be reporting to Property Manager.

Sound like you? Here is what we’re looking for:

Meticulous and Being Analytical

You must pay attention to detail and have excellent problem-solving skills. You would also use logic and reasoning to identify the alternative solutions, conclusions or approaches to problems. Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Qualifications

• You will have a relevant education background in hospitality studies would be preferred, with min 2-3 years of work experience OR 4-5 years of experience in client facing roles.
• Good Communication skills with speech clarity, fluency in English language will be important.
• Willingness to work in flexible shifts, weekends and holidays as per requirement will be a must.
• Basic understanding of operating computers and mobile application and MS Office (Excel, Word, PowerPoint) is an added advantage.

What we can do for you:

At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.

Apply today!

Location:

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!

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