Job Title: CRM Manager — Site-Based Client Relations (Construction)
Location: On-site (construction sites) with office visits as required; based in Gurugram (frequent travel across project sites)
Position Type: Full-time
About the Role
We are seeking an experienced CRM Manager who will be the primary client-facing contact at construction sites, responsible for building and sustaining strong client relationships, managing communications, capturing client feedback, and ensuring customer satisfaction throughout the construction lifecycle. The role blends relationship management, field presence, and CRM system stewardship to deliver outstanding client experiences and support project delivery.
Key Responsibilities
Client relationship management: Serve as the main point of contact for clients at assigned construction sites; build trust and maintain professional relationships from pre-construction through handover and post-handover support.
On-site presence: Regularly attend site meetings, walkthroughs, coordination sessions, and client visits; represent the company in client-facing interactions and ensure client concerns are promptly addressed.
Issue resolution: Log, track, prioritize, and drive resolution of client complaints, queries, and change requests in coordination with project managers, site engineers, and subcontractors.
Communication management: Provide clear, timely updates to clients on project progress, milestones, delays, and variations; prepare and present periodic client reports and meeting minutes.
CRM system ownership: Maintain and update the CRM platform with client records, interactions, tickets, feedback, and lifecycle data; ensure data quality and generate client reports and dashboards for stakeholders.
Client feedback & improvement: Run satisfaction surveys, capture feedback at milestones, analyze trends, and recommend process or service improvements to the project and customer service teams.
Contract & handover support: Assist with change orders, documentation for variations, acceptance sign-offs, defect tracking, and final handover activities; coordinate warranty and post-handover service processes.
Cross-functional coordination: Work closely with project management, sales, procurement, QA/QC, and after-sales teams to align client expectations with site execution.
Risk & expectations management: Identify potential client relationship risks early, propose mitigation steps, and escalate issues appropriately to preserve client trust.
Training & best practices: Coach site teams on client-facing behavior, service standards, and CRM usage; help establish and document client management best practices for field teams.
Qualifications
Education: Bachelor’s degree in Business, Construction Management, Civil Engineering, Architecture, or related field. MBA or postgraduate diploma in a relevant discipline is a plus.
Experience: 4+ years in client relationship management, account management, or customer success roles; minimum 2 years’ experience working onsite at construction projects preferred.
Sector experience: Prior experience in real estate, construction, infrastructure, or engineering services preferred.
Technical familiarity: Comfortable with construction processes, contract terms, site safety norms, and typical project documentation.
CRM skills: Hands-on experience with CRM platforms (Salesforce, Zoho CRM, Microsoft Dynamics, or similar). Ability to generate reports and maintain accurate client records.
Communication: Excellent written and verbal communication skills in English and Hindi; professional presentation skills for client meetings.
Interpersonal: Strong negotiation, conflict-resolution, and stakeholder management skills.
Mobility & flexibility: Comfortable traveling between sites and working on-site; flexible schedule to meet client needs.
Computer skills: Proficient with MS Office (Excel, Word, PowerPoint) and digital communication tools.
Key Competencies
Client-focused mindset and empathy
Problem-solving and analytical thinking
Time management and prioritization
Attention to detail and documentation rigor
Team player with the ability to influence across functions
Professional demeanor and resilience under pressure
Performance Metrics
Client satisfaction scores (CSAT/NPS or equivalent)
Average response and resolution time for client issues
Reduction in repeat complaints and defect closure rates
CRM data completeness and accuracy
Successful handovers and on-time milestone communications
Pay: ₹25,000.00 - ₹50,000.00 per month
Benefits:
Work Location: In person
