Assistant Manager / Sr. Executive, Customer Relationship Management

Preferred Candidate Profile

• Minimum 3 to 8 years of experience in Customer Relationship Management within the Real Estate industry only.
• Good understanding of the complete CRM lifecycle, including post-sales operations.
• Experience in customer documentation, agreement and registration coordination, collections follow-up, possession and handover activities, and customer query management.
• Familiarity with Salesforce (SFDC) and ERP systems.
• Proficient in MS Excel and CRM reporting.
• Strong communication, coordination, and customer handling skills.
• Ability to work closely with Sales, Finance, Legal, Projects, and Registration teams.
• Proactive, process-oriented, and capable of working independently.

Key Result Areas (KRAs)

• Customer documentation and scrutiny.
• Demand generation and collections follow-up.
• Registration readiness and execution.
• Possession planning and handover coordination.
• Customer query and escalation management.
• CRM MIS preparation and reporting.
• Salesforce (SFDC) data management and system updates.
• Coordination with internal stakeholders to ensure seamless customer experience.
• Adherence to defined TATs and process compliance.
• Maintaining high customer satisfaction throughout the customer lifecycle.

Key Performance Indicators (KPIs)

• Collection efficiency (% against due collections).
• Registration completion within defined timelines.
• Documentation accuracy and completeness.
• Possession handovers completed as per schedule.
• Customer query resolution within TAT.
• Escalation closure within defined timelines.
• Salesforce data accuracy and timely updates.
• MIS submission accuracy and timeliness.
• Customer Satisfaction (CSAT/NPS), wherever applicable.
• Compliance with internal processes and audit requirements.

Qualifications & Skills

• Bachelors/Masters degree in Business Administration, Marketing, or related field
• Proficiency in CRM tools (e.g., Salesforce, Zoho, HubSpot, or real estate-specific platforms)
• Strong communication, analytical, and problem-solving skills
• Ability to manage multiple stakeholders and deliver under tight timelines
• Knowledge of Mumbai's real estate market and customer behaviour