Job Summary
The CRM Manager will be responsible for managing the complete post-sales customer lifecycle, from booking to possession and post-possession services. The role includes leading the CRM team, ensuring customer satisfaction, managing escalations, coordinating collections and documentation, and maintaining effective coordination with Sales, Finance, Legal, Projects and other departments.
Key Responsibilities
· Manage and mentor the CRM team and monitor team performance.
· Handle the complete customer journey from booking to possession.
· Ensure timely customer communication, follow-ups and query resolution.
· Manage customer complaints and escalations.
· Coordinate with Finance for payment follow-ups, demands and outstanding collections.
· Coordinate agreement, registration and other customer documentation.
· Coordinate with Projects / Construction teams for project and possession updates.
· Manage possession, handover and post-possession customer services.
· Maintain accurate customer records in CRM / ERP.
· Prepare daily, weekly and monthly MIS reports for management.
· Develop and implement CRM SOPs and improve customer service processes.
· Monitor customer satisfaction, TAT and overall CRM performance.
· Coordinate closely with Sales, Accounts, Legal, Projects, Marketing and Management.
Qualification
Graduate / MBA preferred, with relevant experience in Real Estate CRM / Customer Relationship Management.
Preferred Experience: 6–10 years in Real Estate CRM / Post-Sales.
Pay: ₹60,000.00 - ₹80,000.00 per month
Work Location: In person
