Senior manager, Property Mgmt Operations

Tailored residential property management, with Brightstone. 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.

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.

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. 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