Job Description – CRM Manager
Position-CRM Manager (Real Estate)
Department-Customer Relationship Management (CRM)
Reporting To-Management
Location-Tathawade, Pune
Employment Type-Full-Time
Job Summary The CRM Manager is responsible for leading the Customer Relationship Management (CRM) function and ensuring a seamless customer experience from booking to possession and post-possession support. The role involves overseeing customer communications, documentation, payment collections, registrations, possession activities, complaint resolution, and cross-functional coordination while maintaining the highest standards of customer satisfaction and operational efficiency.
Key Responsibilities :
Customer Relationship Management
· Act as the primary point of contact for customers from booking until possession and post-possession support.
· Build and maintain strong customer relationships throughout the customer lifecycle.
· Ensure timely resolution of customer queries, requests, and complaints.
· Maintain proactive communication with customers regarding project progress, payment schedules, registrations, possession timelines, and company updates.
Team Management
· Lead, mentor, and supervise the CRM team.
· Allocate responsibilities, monitor performance, and ensure adherence to timelines.
· Establish and implement CRM processes, SOPs, and service standards.
· Conduct regular performance reviews and training sessions to improve team effectiveness.
Documentation & Compliance
· Oversee the execution of Agreements for Sale, registrations, stamp duty, and all statutory documentation.
· Ensure collection, verification, and maintenance of customer KYC and related documents.
· Ensure compliance with RERA and other applicable statutory requirements.
· Maintain accurate customer records within the CRM/ERP system.
Payment & Collections
· Monitor customer payment schedules and collection targets.
· Ensure timely issuance of demand letters, receipts, and customer account statements.
· Coordinate with the Accounts Department for payment reconciliation.
· Support home loan processing and disbursement coordination with financial institutions.
· Review ageing reports and initiate corrective actions for overdue payments.
Cross-Functional Coordination
· Coordinate effectively with Sales, Legal, Accounts, Engineering, Projects, Finance, Marketing, and external agencies, including banks and registration authorities.
· Ensure timely completion of registrations, documentation, possession formalities, and customer handovers.
· Coordinate customer site visits and possession scheduling.
Possession & Handover
· Plan and manage possession schedules.
· Ensure completion of all documentation before handover.
· Supervise possession formalities and maintain possession records.
· Coordinate with relevant departments to resolve post-possession issues promptly.
CRM System & MIS
· Ensure all customer interactions are accurately updated in the CRM/ERP system.
· Maintain complete and accurate customer databases.
· Prepare and present daily, weekly, and monthly MIS reports to Management.
· Track pending documentation, collections, registrations, possession status, and customer complaints.
Customer Satisfaction
· Maintain high standards of customer service and satisfaction.
· Organize customer engagement initiatives, meetings, and communication campaigns.
· Monitor customer feedback and implement process improvements to enhance the overall customer experience.
Required Qualifications
· Graduate in any discipline (MBA preferred).
· 8–10 years of post-sales CRM experience in the Real Estate industry, with at least 3 years in a managerial role.
· Strong knowledge of RERA, Agreements for Sale, registrations, possession processes, home loan coordination, and customer lifecycle management.
Skills Required
· Excellent leadership, communication, and interpersonal skills.
· Strong customer relationship and conflict resolution abilities.
· Excellent planning, coordination, and organizational skills.
· Strong analytical and problem-solving capabilities.
· Proficiency in MS Office (Excel, Word, Outlook) and CRM/ERP software.
· Ability to work under pressure, manage multiple priorities, and consistently meet deadlines.
Key Performance Indicators (KPIs)
· Customer Satisfaction (CSAT)
· Collection Efficiency
· Timely Completion of Registrations and Documentation
· Possession & Handover Timelines
· Complaint Resolution Turnaround Time (TAT)
· Accuracy of CRM Data and MIS Reports
· Team Productivity and Performance
Working Hours Monday to Sunday (Weekly Off: Wednesday) 9:30 AM – 6:30 PM
Additional working hours may be required based on customer meetings, registrations, possession schedules, or business requirements.
Compensation: Up to ₹8.40 LPA, depending on the candidate's experience, qualifications, and overall suitability.
Contact HR - 9923300039
Note: We are looking for a passionate and committed professional who takes complete ownership, accountability, and responsibility for their work. The ideal candidate should be highly self-driven, committed to meeting timelines, and willing to go beyond conventional working hours whenever required to achieve organizational objectives.
This job description outlines the primary duties, responsibilities, skills, and qualifications required for the position. However, these may be modified, expanded, or reassigned from time to time based on the evolving business needs and operational requirements of the organization.
Job Types: Full-time, Permanent
Pay: ₹50,000.00 - ₹70,000.00 per month
Ability to commute/relocate:
- Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)
Location:
- Pune, Maharashtra (Preferred)
Work Location: In person
