Industry: Real Estate
Department: Customer Relationship Management / Post-Sales
Location: Noida Sector -125
Reporting To: Head – CRM / Business Head
Experience: 5–8 Years in Real Estate CRM / Post-Sales Operations
Job Summary
We are looking for an experienced and process-oriented CRM Manager – Backend Operations to manage and streamline post-sales customer relationship activities for our real estate projects.
The role will be responsible for ensuring a smooth and efficient customer journey after booking, including documentation, agreements, payment tracking, collections coordination, customer queries, registration, possession, and handover. The candidate will act as a key interface between customers and internal departments such as Sales, Accounts, Legal, Projects, and Collections.
The ideal candidate should have strong knowledge of real estate CRM processes, backend operations, customer lifecycle management, MIS reporting, and team management.
Key Responsibilities :
- Manage the complete customer lifecycle from booking confirmation until possession and handover.
- Ensure timely processing of booking forms, allotment letters, agreements, demand letters, receipts, NOCs, and other customer documentation.
- Maintain accurate and up-to-date customer records in the CRM system.
- Monitor customer requests, complaints, commitments, and resolution timelines.
- Ensure timely communication of project updates, payment schedules, construction updates, possession information, and other relevant communications.
- Coordinate with Legal and Sales teams for preparation and execution of Builder-Buyer Agreements / Sale Agreements.
- Track documentation status for all customers and ensure timely completion.
- Verify customer KYC and booking-related documents.
- Coordinate for registration, stamp duty, TDS, and other statutory documentation wherever applicable.
- Maintain proper records of executed agreements and customer documents.
- Monitor customer payment schedules and outstanding receivables.
- Coordinate with the Accounts/Finance and Collections teams regarding payment follow-ups.
- Ensure timely generation and dispatch of demand letters and payment reminders.
- Track receipts, bounced payments, adjustments, refunds, and other financial transactions related to customers.
- Prepare overdue and collection MIS and highlight critical accounts to management.
- Coordinate with customers regarding payment-related queries and discrepancies.
Required Skills :
- Strong understanding of Real Estate CRM / Post-Sales processes
- Excellent customer relationship and escalation management skills
- Strong knowledge of real estate documentation and transaction processes
- Good understanding of payment schedules, collections, and receivables
- Excellent MIS and reporting skills
- Knowledge of 4QT Software
Qualification:
- Graduate in any discipline; MBA/PGDM in Marketing, Operations, or related field will be an advantage.
- Relevant certification in CRM/Customer Experience/Real Estate Operations is an added advantage.
Pay: ₹40,000.00 - ₹60,000.00 per month
Work Location: In person
