CRM Executive – Job Description (Real Estate – Residential / Commercial Redevelopment)
Role Overview
The CRM Executive will be responsible for end-to-end customer relationship management post sales, including documentation, collections coordination, customer communication, banking coordination, ERP updates, and customer service for residential and commercial redevelopment projects.
Key Responsibilities
- Handle post-sales customer management activities from booking till possession and registration.
- Prepare and manage Projections, Allotment Letters, Agreements, Registry documents, Cancellation Letters, Transfer Letters, and related documentation.
- Verify new bookings and ensure smooth processing from allotment to possession.
- Coordinate execution of Agreements, Demand Letter generation, Receipts, Collections, Transfers, Refunds, and Cancellations.
- Follow up with customers for payment schedule adherence and pending collections.
- Coordinate with banks and financial institutions for home loan processing and disbursements.
- Maintain strong relationships with leading financial institutions for project tie-ups.
- Manage customer handover from Sales after payment collection completion.
- Support receivables management including MIS reporting and collection status tracking.
- Handle customer escalations related to collections, penalties, refunds, bounced cheques, and cancellations.
- Ensure timely resolution of customer queries within defined timelines.
- Conduct project updates and customer site visit coordination whenever required.
- Maintain and update ERP data as per project details.
- Prepare daily, weekly, and monthly MIS reports related to collections, customer status, transfers, and project updates.
- Coordinate with Legal, Accounts, Projects, HR, Admin, Dispatch, and Filing departments for smooth operations.
- Assist Sales and Business Development teams with customer data and lead support.
- Collect market feedback and customer sentiments and share insights with senior management.
- Ensure high standards of customer satisfaction and Voice of Customer management.
Desired Candidate Profile
- Graduate in any discipline.
- 2–5 years of CRM experience in Real Estate.
- Good knowledge of real estate documentation and customer lifecycle management.
- Strong communication and coordination skills.
- Working knowledge of ERP/CRM software and MS Excel.
Pay: ₹20,000.00 - ₹35,000.00 per month
Work Location: In person
