Job Title -CRM Manager – Real Estate | Affordable Housing | Gurugram | ₹45k–₹80k
Pay & Location
Salary: ₹45,000 – ₹80,000 per month
Work Location: Gurugram, Haryana (On‑site / In‑person)
Job Type: Full‑time, Permanent
Benefits
Provident Fund
Cell phone reimbursement
Internet reimbursement
Life insurance
About the Role
We are looking for a results‑driven CRM Manager with strong real estate experience in the affordable housing segment to lead client relationship management, drive sales productivity, and ensure a seamless customer journey from lead to possession. This role is critical for building long‑term relationships, improving retention, and growing repeat business in our residential projects.
Key Responsibilities
Client Relationship Management
Build and maintain strong relationships with clients from initial inquiry through registration, possession, and after‑sales support.
Address client queries and resolve concerns promptly, ensuring a high level of satisfaction across the entire sales cycle.
CRM System & Data Management
Manage and update the CRM system with accurate client data, track interactions, and maintain a clean sales pipeline.
Use CRM tools (e.g., Pinga, Salesforce, or similar) to automate workflows, segment leads, and enhance communication efficiency.
Sales & Post‑Sales Coordination
Collaborate closely with the sales team to manage lead follow‑ups, convert inquiries, and support documentation (buyer agreements, demand letters, possession letters, etc.).
Ensure timely completion of all processes including documentation, government approvals, and handover.
Customer Service & Escalations
Handle post‑sales queries via email and phone; coordinate with legal, finance, projects, and banking teams to resolve issues related to registration, tax, possession, and fit‑out.
Manage escalations professionally and maintain a positive brand image.
Reporting, Analytics & Insights
Prepare regular MIS, DSR, and customer feedback reports for management.
Analyze CRM data to identify trends, measure campaign ROI, and recommend improvements in customer engagement and retention.
Team Coordination & Process Improvement
Lead and mentor the CRM team, provide training on CRM best practices, and ensure alignment with business goals.
Identify gaps in the current CRM workflow and implement process improvements to enhance customer experience and operational efficiency (including upselling / cross‑selling to existing clients).
Desired Skills & Qualifications
Education: Bachelor’s degree in Business, Real Estate, Management, or related field; MBA preferred for senior‑level consideration.
Experience:
Minimum 5 years of experience in real estate sales, CRM management, or customer operations.
Demonstrable experience in the affordable / mid‑segment housing business is mandatory.
Technical Skills:
Proficiency in CRM tools such as Pinga, Salesforce, Zoho, HubSpot, or similar.
Strong working knowledge of MS Office (especially advanced Excel – Pivot Tables, VLOOKUP, Dashboards).
Soft Skills:
Excellent communication skills in English and Hindi, both written and verbal.
Customer‑centric attitude with strong problem‑solving and negotiation skills.
Ability to handle escalations calmly and professionally.
Must‑Have Attributes:
Real‑estate specific understanding of sales cycle, documentation, registration, possession, and after‑sales services.
Strong analytical mindset, data‑driven decision‑making, and attention to detail.
Ability to work collaboratively with Sales, Marketing, Legal, Finance, and Project teams.
Typical Day‑to‑Day Activities
Issuing and managing buyer agreements, possession letters, demand letters, and other client‑facing documents.
Maintaining and updating CRM records, lead follow‑up logs, and customer interaction history.
Handling post‑sales queries and complaints and coordinating with internal departments for resolution.
Supporting smooth client onboarding, registration, and fit‑out/possession processes.
Upselling and cross‑selling to existing clients (second homes, upgrades, related services).
Preparing and analyzing sales performance, customer feedback, and CRM‑based reports.
Ideal Candidate Profile
CRM Manager | Real Estate CRM | Affordable Housing CRM | Housing CRM | Gurugram
5+ years of CRM experience | Real estate CRM | Sales CRM | Customer operations
Pinga CRM user | Salesforce / Zoho / HubSpot | Advanced Excel | MIS & Reporting
Job Type: Permanent
Pay: ₹45,000.00 - ₹80,000.00 per month
Benefits:
- Cell phone reimbursement
- Internet reimbursement
- Life insurance
- Provident Fund
Experience:
- Real estate : 5 years (Required)
Location:
- Gurugram, Haryana (Required)
Work Location: In person
