CRM Manager | Real Estate | Customer Relationship Management | Post Sales | Customer Experience
We are hiring an experienced CRM Manager for a leading real estate developer. The ideal candidate will lead the Customer Relationship Management (CRM) function, ensuring exceptional customer experience throughout the post-sales journey. The role involves managing customer communication, collections coordination, possession, registrations, documentation, complaint resolution, CRM operations, and team leadership while ensuring compliance with RERA guidelines and company policies.
Key Responsibilities
- Lead and manage the CRM (Customer Relationship Management) department for residential and commercial real estate projects.
- Oversee the complete post-sales customer lifecycle, from booking to possession and after-sales support.
- Manage customer onboarding, welcome calls, agreement processing, payment schedules, demand letters, collections coordination, possession, registrations, and handovers.
- Ensure timely resolution of customer queries, complaints, escalations, and service requests.
- Coordinate with Sales, Finance, Legal, Projects, Engineering, Accounts, and Marketing teams for seamless customer service.
- Monitor customer satisfaction, service quality, TAT (Turnaround Time), and CRM performance metrics.
- Ensure compliance with RERA, company policies, legal documentation, and statutory requirements.
- Maintain accurate customer records using CRM software and generate MIS reports and dashboards.
- Lead, mentor, and train the CRM team to achieve departmental KPIs and customer satisfaction goals.
- Develop and implement customer retention, engagement, and relationship-building initiatives.
- Track pending payments, coordinate collections, and support revenue realization.
- Standardize CRM processes and continuously improve customer experience.
Required Skills
- Strong expertise in Customer Relationship Management (CRM), Post Sales, Customer Service, Collections Coordination, Customer Retention, Customer Engagement, Complaint Resolution, Escalation Handling, Possession Management, Registration Process, Documentation, RERA Compliance, MIS Reporting, Team Management, and Client Relationship Management.
- Experience working with CRM software, ERP systems, MS Excel, and reporting tools.
- Excellent communication, leadership, negotiation, and problem-solving skills.
- Strong interpersonal skills with the ability to manage high-value customers and cross-functional teams.
- Ability to manage multiple projects and deliver exceptional customer experience.
Qualification
- Bachelor's or Master's Degree in Business Administration, Management, Marketing, or a related field.
Preferred Experience
- Experience in Real Estate, Property Development, Residential Projects, Commercial Projects, High-Rise Developments, or Township Projects.
- Prior experience in leading CRM teams is highly preferred.
CRM Head, CRM Manager, Customer Relationship Manager, Customer Relationship Management, Real Estate CRM, Post Sales Manager, Post Sales CRM, Customer Experience Manager, Customer Service Manager, Client Relationship Manager, CRM Operations, CRM Executive, Customer Success Manager, Collections Coordination, Payment Follow-up, Demand Letters, Possession, Registration, Property Handover, Customer Retention, Customer Engagement, Complaint Resolution, Escalation Management, RERA Compliance, Documentation, MIS Reporting, Team Management, Residential Projects, Commercial Projects, High Rise Projects, Real Estate Developer, Property Management, Customer Support, Sales Coordination, MS Excel, ERP, CRM Software.
Pay: ₹30,000.00 - ₹40,000.00 per month
Experience:
- Real Estate: 1 year (Preferred)
Work Location: In person
