As we continue to expand, we are looking for experienced and customer-focused professionals to join our team as Senior Managers – CRM & Post Sales.
Position: Senior Manager – CRM & Post Sales
Role Overview
As a Senior Manager – CRM & Post Sales, you will be responsible for managing the complete customer lifecycle from booking confirmation to possession handover. You will oversee customer relationship management, agreement registration, home loan coordination, collections, documentation, possession planning, and post-sales support.
Acting as the primary liaison between customers, developers, banks, legal, finance, and internal sales teams, you will ensure a seamless ownership experience while maintaining operational efficiency, timely collections, and high customer satisfaction.
The ideal candidate should have strong experience in real estate CRM, post-sales operations, banking coordination, collections, and customer service.
Key Responsibilities
- Act as the primary point of contact for customers from booking confirmation until possession.
- Build strong customer relationships and ensure timely communication regarding payment schedules, project milestones, registrations, and possession updates.
- Resolve customer queries and escalations while delivering a seamless post-sales experience.
- Manage the complete post-booking process from token receipt to agreement registration.
- Coordinate KYC verification, booking documentation, allotment letters, agreements, and registration formalities.
- Ensure accurate maintenance of customer records and documentation.
- Coordinate with banks, housing finance companies, DSAs, and financial institutions for home loan processing, sanctions, and disbursements.
- Assist customers with loan documentation and ensure timely follow-ups to avoid processing delays.
- Monitor payment schedules, construction-linked demands, and outstanding collections while coordinating with finance teams for account reconciliation.
- Work closely with developers, legal, finance, sales, and channel partner teams to ensure smooth customer transitions and timely execution of post-sales activities.
- Track customer progress across all milestones and proactively resolve operational issues affecting customer experience.
- Coordinate final documentation, payment clearance, and possession scheduling.
- Ensure a smooth and professional handover process while maintaining customer satisfaction.
- Maintain accurate customer data and milestone tracking within the CRM system, including booking, registration, loan status, collections, and possession.
- Develop and implement SOPs to streamline post-sales operations.
- Prepare daily, weekly, and monthly MIS reports covering collections, registration status, loan progress, possession pipeline, customer escalations, and operational performance.
- Lead, mentor, and monitor CRM executives and post-sales coordinators.
- Define team KPIs, conduct training programs, and drive process improvements to enhance operational efficiency and customer satisfaction.
Candidate Profile
- 4–8 years of experience in CRM, post-sales operations, customer relationship management, collections, or customer service within the real estate industry.
- Experience handling residential and commercial projects is preferred.
- Hands-on experience in home loan coordination, registrations, collections, and possession management.
- Strong customer relationship and stakeholder management skills.
- Excellent communication, negotiation, and conflict-resolution abilities.
- Sound knowledge of real estate documentation, registration procedures, and home loan processes.
- Strong organisational, analytical, and process management capabilities.
- Ability to manage multiple customer accounts and coordinate with cross-functional teams.
- CRM Software Platforms
- Microsoft Excel & MIS Reporting
- Google Workspace
- Collections & Customer Management Systems
- Bachelor's Degree in Commerce, Business Administration, Management, or a related field.
- MBA or Postgraduate qualification will be an added advantage.
Candidates with experience in Real Estate Developers, Real Estate Mandate Firms, Property Consulting Companies, Housing Finance Companies (HFCs), or Banking & Home Loan Operations will be preferred.
Why Join Adwise Elements?
- Manage customer experience across multiple real estate projects.
- Work directly with developers, banks, legal teams, and senior management.
- Opportunity to build and streamline post-sales operations.
- Competitive compensation and career growth opportunities.
- Be part of a fast-growing organisation redefining real estate sales and customer management.
Location
Mumbai Metropolitan Region (MMR)
How to Apply
If you're passionate about customer experience, process excellence, collections, and post-sales operations, we'd love to hear from you.
Email your resume to: [email protected]
Subject: Application for Senior Manager – CRM & Post-Sales – [Your Name]
Learn more about us at www.adwiseelements.com
