Manager CRM

About This Role

Managing customer relationships and post-sales activities for high-rise residential buildings is the core of this role, focusing on ensuring a positive customer experience from booking to possession. The role involves extensive coordination with various internal teams and direct communication with senior management for critical issues.

Responsibilities

• Manage the complete Customer Relationship Management (CRM) process from booking to possession
• Handle customer queries, requests, complaints, and escalations professionally and within defined timelines
• Coordinate with Sales, Accounts, Legal, Construction, Projects, and Possession teams to ensure smooth customer service
• Manage booking forms, allotment letters, agreements, payment schedules, demand letters, receipts, and customer documentation
• Track customer payments, outstanding dues, installments, and follow-ups in coordination with the Accounts team
• Maintain accurate and updated customer databases and CRM records
• Coordinate with customers regarding construction updates, payment milestones, possession schedules, and project-related information
• Handle customer visits, meetings, site visits, possession-related activities, and handover coordination
• Prepare regular CRM reports, MIS, customer status reports, collection follow-up reports, and escalation reports for management
• Ensure timely resolution of customer complaints and maintain proper records of all interactions
• Coordinate with the legal team regarding customer documentation, agreements, cancellations, transfers, and other CRM-related matters
• Monitor customer satisfaction and identify areas for improving customer experience
• Manage the complete pre-possession and possession process, including documentation and handover coordination
• Ensure compliance with company policies, processes, and applicable real-estate regulations
• Lead and guide the CRM team and allocate work effectively
• Coordinate directly with senior management for critical customer issues and escalations

Requirements

• 8

• 10 years of relevant experience in CRM/Customer Relationship Management in the Real Estate/Builder industry

• Experience specifically with residential high-rise projects will be preferred

• Strong knowledge of the real-estate post-sales and customer lifecycle process

• Excellent communication and interpersonal skills

• Strong follow-up, negotiation, coordination, and problem-solving abilities

• Good knowledge of MS Excel, MS Office, and CRM software