CRM Manager – Job Description (Real Estate – Residential / Commercial Redevelopment)Role Overview
The CRM Manager will oversee customer relationship management operations, collections, customer servicing, banking coordination, documentation, and team management for redevelopment and real estate projects.
Key Responsibilities
- Lead the CRM department for residential and commercial redevelopment projects.
- Ensure smooth execution of all post-sales activities from booking to possession and registration.
- Supervise preparation and execution of Allotment Letters, Agreements, Registrations, Cancellation Letters, Transfers, and related documentation.
- Monitor collections, receivables, demand letters, receipts, and payment follow-ups.
- Drive achievement of collection targets and ensure healthy cash inflows.
- Review daily and monthly collection MIS and initiate corrective actions for target achievement.
- Handle customer escalations, settlement cases, penalties, refunds, and bounced cheque matters.
- Coordinate with banks and financial institutions for project approvals and home loan disbursement support.
- Ensure customer satisfaction through timely query resolution and effective communication.
- Monitor Voice of Customer initiatives and improve service standards.
- Streamline internal CRM operations through process improvements and reporting systems.
- Ensure ERP data accuracy and regular updates.
- Generate and review MIS reports related to collections, customer demographics, transfers, escalations, and project status.
- Support Sales and Business Development teams with customer insights and operational support.
- Coordinate with Legal, Accounts, Projects, HR, Admin, and other departments for seamless workflow.
- Train and guide CRM executives and team members to achieve departmental goals.
- Conduct periodic audits of documentation and customer records.
Desired Candidate Profile
- Graduate/Postgraduate preferred.
- 5–10 years of CRM experience in Real Estate.
- Strong understanding of redevelopment projects and real estate compliance/documentation.
- Excellent team handling, collection management, and customer servicing skills.
- Strong MIS, ERP, and reporting knowledge
Pay: ₹30,000.00 - ₹70,000.00 per month
Work Location: In person
