Community Relations Manager

Community Manager

We are seeking a dynamic and experienced Community Relations Manager to join our growing team. The ideal candidate will have a minimum of 8 years of experience in customer relationship management, hospitality, real estate, or community engagement roles.

She must be fluent in both English and Hindi, and her mother tongue should be Malayalam. The ideal candidate will possess excellent interpersonal and communication skills, with a strong ability to build trust and foster long-term relationships with clients and internal teams. This role is well-suited for someone passionate about delivering exceptional client experiences within a premium resort or fractional ownership environment.

Key Responsibilities

1. Client Communication and Updates

• Maintain regular communication with clients to share updates on resort developments, investment performance, and other pertinent information.
• Implement communication strategies that foster a positive, inspiring, and transparent client community.
• Establish and adhere to a consistent schedule for property and investment updates (e.g., weekly or monthly).

2. Customer Data Management

• Oversee the secure and accurate management of customer data, ensuring full compliance with applicable data protection and privacy regulations.
• Implement systems that enable efficient data retrieval, tracking, and analysis to support informed community engagement and decision-making.

3. Customer Onboarding Process & Follow-up

• Streamline and manage the onboarding process for new fractional investors and lessees to ensure a seamless and professional experience.
• Develop and maintain a structured follow-up mechanism to collect feedback, address any concerns, and continuously improve the onboarding journey.

4. Documentation Management

• Supervise the preparation, review, and maintenance of all documentation related to share agreements and other fractional investment contracts.
• Ensure legal and contractual documents are accurately prepared, approved, and archived in a secure and organized manner.

5. Conflict Resolution and Issue Handling

• Design and implement an efficient customer complaint and conflict resolution system.
• Collaborate with relevant departments to address and resolve client issues in a timely and satisfactory manner.
• Identify and implement preventive measures to reduce the occurrence of common issues or disputes.

6. Internal Communication

• Act as a liaison between the community management team and internal departments including Sales, Marketing, Operations, and Finance.
• Facilitate effective cross-functional communication to support unified customer engagement and experience strategies.

7. Customer Engagement Activities

• Plan, organize, and execute events and initiatives aimed at engaging fractional investors and lessees.
• Promote a strong sense of community and belonging among clients.
• Develop programs that foster client loyalty, increase satisfaction, and encourage repeat investments or stays.

8. ERP Access and Management

• Manage access to and proper utilization of the assigned role(s) within the Enterprise Resource Planning (ERP) system.
• Ensure accurate data input, retrieval, and reporting relevant to community management functions.

Candidate Requirements

• Gender: Female candidates only
• Age: 32 – 38 years
• Experience: Minimum 8 years in community/client relationship management or related fields
• Languages:
• Fluent in English and Hindi (mandatory)
• Mother tongue must be Malayalam
• Skills: Strong communication, conflict resolution, documentation, and team coordination abilities; prior ERP experience preferred

Job Type: Full-time

Pay: From ₹30,000.00 per month

Schedule:

• Day shift

Work Location: In person