CRM Executive

Job Description: Head of CRM & Property ManagementRole ObjectiveTo act as the "Nerve Center" of the company, ensuring every property is well-maintained, every owner is updated, and every tenant issue is resolved instantly. This role is about ownership, speed, and zero-error data management.

• 1. Financial & Agreement ManagementRent Tracking: Confirm rent receipt with all owners by the 5th of every month. Flag and follow up on any delays immediately.
• Renewals: Maintain a 60-day "Look Ahead" calendar. Start renewal discussions two months before an agreement expires.
• Bill Payments: Ensure all society maintenance, electricity, and water bills are cleared on time to avoid service disruptions.
• 2. Exit & Handover OperationsInspections: Conduct thorough "Move-Out" inspections.
• Reporting: Create a detailed "Snag List" of repairs and cleaning needed. Send this report to the owner within 24 hours of the inspection.
• Turnaround: Coordinate with vendors (painters, cleaners, plumbers) to ensure the property is "Market Ready" for the next tenant as quickly as possible.
• 3. Client Relations & Issue ResolutionMonthly Updates: Send a "Property Health Report" to all owners under management once a month.
• Case Coordination: Act as the single point of contact between Owner, Tenant, and Vendor.
• Resolution: Create a tracking case for every complaint and follow up daily until the work is finished and the owner is satisfied.
• 4. Communication & Availability ProtocolsResponse Time: Acknowledge all messages in WhatsApp groups within 15 minutes.
• Operational Hours: Be accessible on the office phone from 8:00 AM to 10:00 PM for emergencies and urgent client needs.
• Proactive Escalation: If a problem is stuck, contact Amber immediately with a suggested solution. Do not wait for Amber to find the problem.
• 5. Data & SystemsCRM Custodianship: Log every call, repair, and update into the CRM by the end of each day.
• Office Conduct: Address any internal office friction directly and privately with Amber to ensure it does not affect client service.
• Role Requirements & CommitmentInstitutional Knowledge: Deep understanding of the company's property portfolio and client history.
• Commitment: This role requires a 12-month minimum commitment to ensure continuity for our clients.
• Reliability: High level of discipline in following up on "boring but important" tasks like rent checks and bill payments.