Job Description: Assistant Manager – CRM (Real Estate)
Position: Assistant Manager – Customer Relationship Management (CRM)
Department: Sales & CRM
Reporting To: CRM Manager / General Manager – Sales & CRM
Location: Corporate Office / Project Site
Job Summary
The Assistant Manager – CRM is responsible for managing customer relationships from booking to possession and post-handover support. The role ensures seamless customer communication, timely documentation, payment follow-ups, coordination with internal departments, and resolution of customer queries to deliver an excellent customer experience while maintaining compliance with company policies.
Key Responsibilities
Customer Relationship Management
- Manage customer interactions from booking through possession and post-possession.
- Serve as the primary point of contact for customers.
- Maintain high levels of customer satisfaction through timely communication and issue resolution.
- Ensure a positive customer experience throughout the customer lifecycle.
Customer Communication
- Coordinate welcome calls and customer onboarding.
- Share payment reminders, construction updates, demand letters, possession schedules, and other important communications.
- Handle customer enquiries via phone, email, WhatsApp, and in person.
- Conduct customer meetings when required.
Documentation & Agreement Management
- Verify booking documents and KYC records.
- Coordinate execution of Agreements to Sell, Sale Deeds, and other legal documents.
- Maintain accurate customer files and digital records.
- Ensure documentation complies with statutory and company requirements.
Payment & Collections
- Monitor customer payment schedules.
- Coordinate with the Finance team regarding outstanding dues.
- Follow up on overdue payments professionally.
- Maintain collection MIS and ageing reports.
Possession & Handover
- Coordinate pre-possession inspections.
- Schedule possession dates with customers.
- Ensure completion of documentation before handover.
- Coordinate with Projects, Facilities, and Finance for smooth possession.
Complaint Management
- Register, track, and resolve customer complaints within defined timelines.
- Coordinate with Engineering, Projects, Legal, Finance, and Sales teams.
- Escalate unresolved issues appropriately.
- Maintain complaint resolution records and turnaround times.
CRM System & MIS
- Maintain accurate customer data in the CRM software.
- Generate daily, weekly, and monthly MIS reports.
- Track customer communication history.
- Monitor CRM performance metrics.
Cross-Functional Coordination
- Work closely with:
- Sales Team
- Finance
- Legal
- Projects
- Engineering
- Facilities Management
- Marketing
Customer Engagement
- Organise customer engagement activities and events.
- Conduct customer satisfaction surveys.
- Gather feedback for process improvement.
- Build long-term customer relationships and referrals.
Qualifications
- Bachelor's degree in Business Administration, Commerce, Marketing, or a related field.
- MBA (Marketing/Operations) is preferred.
Experience
- 10-12 years of experience in CRM within the real estate industry.
- Experience handling residential, commercial, or mixed-use projects.
- Strong understanding of customer lifecycle management in real estate.
Technical Skills
- CRM Software (Salesforce, LeadSquared, or equivalent)
- MS Excel (Advanced)
- MS Office Suite
- ERP/CRM Systems
- MIS Reporting
- Documentation Management
- Customer Service Processes
- Collection Management
Pay: ₹15,000.00 - ₹40,000.00 per month
Work Location: In person
