Position
Customer Relationship Management (CRM) Manager - Real Estate Construction
Department
Sales & Customer Relations
Employment Type: Full-Time
Experience: 6–12 Years
Job Summary
The CRM Manager is responsible for managing customer relationships throughout the property lifecycle, from booking and documentation to handover and post-possession services. The role focuses on enhancing customer satisfaction, ensuring timely communication, resolving customer concerns, coordinating with internal departments, and maintaining high service standards to strengthen the company's reputation and customer loyalty.
Key ResponsibilitiesCustomer Relationship Management
- Serve as the primary point of contact for customers after property booking.
- Build and maintain strong relationships with customers throughout the project lifecycle.
- Ensure a seamless customer experience from booking to possession and post-handover support.
- Develop customer engagement strategies to improve satisfaction and retention.
Customer Service & Issue Resolution
- Handle customer queries, complaints, and escalation cases professionally and promptly.
- Coordinate with internal departments to resolve customer concerns within agreed timelines.
- Monitor and track customer service requests and ensure timely closure.
- Conduct regular follow-ups with customers regarding project progress and service requests.
Documentation & Collections
- Coordinate customer documentation, agreements, registration, and loan processing activities.
- Monitor payment schedules and follow up on outstanding collections.
- Work closely with finance and sales teams to ensure timely payment realization.
- Maintain accurate customer records and transaction history.
Handover & Possession Management
- Plan and coordinate unit inspections, possession processes, and property handovers.
- Ensure all customer requirements and documentation are completed before possession.
- Coordinate with project, legal, engineering, and facility management teams for smooth handovers.
- Address snagging and defect-related concerns before and after possession.
CRM System Management
- Maintain and update customer information in CRM software.
- Generate customer service reports, dashboards, and MIS reports.
- Monitor customer interactions and service performance metrics.
- Analyze customer feedback and recommend process improvements.
Customer Satisfaction & Retention
- Conduct customer satisfaction surveys and feedback programs.
- Identify opportunities to improve customer experience.
- Organize customer engagement events, project updates, and communication campaigns.
- Develop initiatives to enhance brand loyalty and referral business.
Team Management
- Lead and supervise CRM executives and customer service teams.
- Set performance goals and monitor team productivity.
- Conduct training programs on customer service standards and CRM processes.
- Ensure adherence to company policies and customer service protocols.
Qualifications
- Bachelor's Degree in Business Administration, Marketing, Real Estate Management, or a related field.
- MBA or equivalent postgraduate qualification preferred.
Experience
- 6–12 years of experience in CRM, customer service, or client relationship management.
- Minimum 3–5 years of experience in the real estate or construction industry.
- Experience handling customer lifecycle management, collections, and possession activities.
Required Skills
- Strong customer relationship and stakeholder management skills.
- Knowledge of real estate sales, documentation, registration, and possession processes.
- Experience with CRM software and customer service platforms.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in Microsoft Office and reporting tools.
- Analytical and data management skills.
Key Competencies
- Customer-centric approach
- Leadership and team management
- Negotiation and conflict resolution
- Communication and presentation skills
- Process improvement
- Attention to detail
- Time management and multitasking
If interested, Kindly reach me out on
Cont : 9154366046
Email : [email protected]
Pay: ₹40,000.00 - ₹60,000.00 per month
Benefits:
- Cell phone reimbursement
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
