DHANRAJ GLOBAL CORPORATION PVT. LTD.
Job Description
Position Title : CRM Manager
Function / Department : Customer Relationship Management
Location / Site : Dhanraj Hills, Khalapur
Employment Type : Full-time, on-roll
Reports To : Head – CRM / Business Head
Positions Reporting In : CRM Executives
Travel Requirement : Occasional, between project sites
Salary Range : ₹3,00,000 – ₹3,60,000 per annum + incentive
Job Purpose
Own the post-booking customer lifecycle — collections, documentation, possession, and post-possession service — for Dhanraj Hills lead the CRM team; and run CRM as a system-of-record-driven, SOP-compliant function that protects collections and customer satisfaction to IPO-grade governance standards.
Key ResponsibilitiesCustomer Lifecycle & Satisfaction
- Own the relationship from booking hand-off through possession and post-possession support.
- Serve as primary contact for project updates, documentation, payments, and possession; resolve escalations within SLA and drive CSAT.
Collections & Receivables (Primary Owner)
- Issue demand notices and follow up on stage-linked dues; forecast collections and meet collection-efficiency targets.
- Reconcile customer accounts with Finance (Finance AR SOP).
Documentation & Agreement Management
- Oversee execution of booking forms, allotment letters, and agreements for sale, and coordinate registration.
- Ensure compliance with RERA, legal, and regulatory documentation requirements; maintain accurate records.
Possession & Handover
- Plan and execute possession; ensure documentation and dues are complete before handover.
- Coordinate handover with Projects, Engineering, and Facility Management; ensure smooth onboarding.
CRM Operations & Systems
- Own the CRM platform as the system of record; define and improve CRM SOPs and service standards.
- Ensure data integrity and audit-readiness across the customer database.
Team Management
- Lead, train, and appraise the CRM team; set goals and coach for service excellence.
Compliance & Data
- Ensure RERA compliance and customer-data confidentiality (DPDP) across the function.
Decision Authority (per Delegation of Authority matrix)
- Waivers, write-offs, and cancellations escalate to Finance / Management. Owns CRM master-data governance.
Qualifications & CompetenciesEssential
- Graduate; 5–8 years in real-estate CRM / collections / post-sales, including proven team leadership.
- Strong RERA and agreement knowledge; CRM-platform expertise; managing customer lifecycle from booking to possession.
Preferred
- MBA / Postgraduate qualification; experience setting up CRM SOPs/processes in a scaling developer.
Competencies
- Leadership, process orientation, negotiation, customer-centricity, and data discipline.
Preferred Industry
Residential, Commercial, Luxury, or Mixed-Use Real Estate Projects.
Pay: ₹300,000.00 - ₹360,000.00 per year
Benefits:
Work Location: In person
