About the Role
We are seeking a customer-focused and detail-oriented CRM Manager to oversee the complete post-sales customer journey for our premium residential projects. The ideal candidate will be responsible for delivering an exceptional customer experience by managing client relationships, resolving escalations, coordinating registrations, driving collections, and ensuring seamless execution of all post-sales processes.
The role requires excellent stakeholder management skills and the ability to collaborate with internal teams, legal teams, and government authorities to ensure timely completion of customer milestones.
Key Responsibilities:
Client Relationship Management
- Serve as the primary point of contact for customers throughout the post-sales lifecycle.
- Build and maintain strong client relationships by delivering exceptional customer service and timely communication.
- Handle customer escalations professionally, ensuring prompt resolution while maintaining high customer satisfaction.
- Conduct proactive follow-ups with customers regarding documentation, payments, registrations, and other post-sales milestones.
Collections & Payment Management
- Drive customer collections by following up on scheduled payment milestones and outstanding dues.
- Coordinate with customers and banking partners to ensure timely loan disbursements.
- Work closely with the Accounts team to reconcile customer payments and resolve financial discrepancies.
- Prepare and validate final customer payment reconciliation statements prior to registration.
Registration & Documentation
- Manage end-to-end property registration activities from document collection through successful registration.
- Ensure customers are informed about documentation requirements, including khata, EC, K2 challan, sale deed, other statutory documents as applicable
- Review and coordinate sale deed drafts and registration documentation with internal legal teams.
- Address customer queries related to legal documentation, registration processes, and statutory requirements.
Post-Sales Operations
- Prepare registration statements and coordinate successful execution of property registrations.
- Generate daily and periodic MIS reports covering scheduled registrations, completed registrations, collections, pending documentation, and other business reports.
- Coordinate with internal departments including Sales, Legal, Finance, Projects, and external registration offices to ensure smooth execution of customer transactions.
- Maintain accurate CRM records and customer documentation throughout the post-sales lifecycle.
Compliance & Audit
- Support audit activities by preparing required documentation and responding to post-registration audit queries.
- Ensure all customer records comply with internal processes and statutory requirements.
Desired Candidate Profile
- Experience in CRM within the real estate industry.
- Strong experience handling end-to-end post-sales operations for residential real estate projects.
- Proven expertise in managing client escalations, collections, payment follow-ups, and customer communications.
- Good understanding of property registration processes, legal documentation, sale deeds, and statutory requirements.
- Working knowledge of customer payment schedules, banking disbursements, and financial reconciliations.
- Experience working with SAP or other ERP/CRM platforms.
- Strong coordination skills with cross-functional teams including Sales, Finance, Legal, Projects, and external stakeholders.
- Excellent verbal and written communication skills with a customer-first mindset.
- Strong analytical, organizational, and problem-solving abilities.
Preferred Qualifications:
- Graduate in any discipline.
- Experience in the luxury or premium residential real estate segment will be preferred.
- Prior experience managing customer escalations and collections is highly desirable.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and SAP/CRM systems.
Pay: ₹1,000,000.00 - ₹1,600,000.00 per year
Benefits:
- Commuter assistance
- Flexible schedule
- Health insurance
- Provident Fund
Work Location: In person
