CRM Head

Vera Developers is looking for an experienced and result-oriented CRM & Collections Head to lead customer relationship management, post-sales operations, and collections across its real estate projects.

The position will be responsible for managing the complete customer lifecycle after booking, ensuring timely demand generation and collections, resolving customer concerns, maintaining accurate records, and leading the CRM and collections team effectively.

Key Responsibilities - CRM and Customer Relations

• Lead the complete post-sales CRM function from booking to possession and final handover.
• Manage customer communication regarding allotment, payment schedules, documentation, construction updates, possession, and handover.
• Ensure timely issuance of demand letters, reminders, receipts, statements of accounts, and other customer-related documents.
• Establish and maintain strong relationships with customers, channel partners, and internal stakeholders.
• Handle escalated customer complaints and ensure timely resolution in coordination with the concerned departments.
• Monitor customer satisfaction and introduce effective processes to improve the overall customer experience.
• Ensure proper coordination between CRM, sales, accounts, legal, projects, and documentation teams.

Collections Management

• Develop and implement collection strategies to achieve project-wise and company-wise collection targets.
• Monitor payment schedules, outstanding amounts, ageing reports, overdue cases, and receivables.
• Ensure timely follow-up with customers for instalments, dues, interest, penalties, taxes, registration charges, and other applicable payments.
• Track collection performance against targets and prepare regular MIS reports for management review.
• Identify high-risk and delayed-payment accounts and implement suitable recovery and escalation measures.
• Coordinate with the legal team for cases involving prolonged default, cancellation, demand notices, or recovery proceedings.
• Ensure accurate reconciliation of customer accounts in coordination with the accounts department.
• Monitor and improve collection efficiency, reduce outstanding receivables, and control payment ageing.

Team Leadership and Process Management

• Lead, guide, and evaluate the performance of the CRM and collections team.
• Allocate responsibilities and establish clear performance targets for team members.
• Develop and implement standard operating procedures for CRM, collections, documentation, and customer grievance handling.
• Conduct regular reviews of team performance, collection progress, pending cases, and customer issues.
• Ensure proper maintenance of customer files, agreements, payment records, correspondence, and statutory documents.
• Introduce systems and process improvements to strengthen reporting, tracking, and accountability.
• Ensure compliance with company policies, customer agreements, RERA requirements, and applicable legal and regulatory provisions.

Candidate Profile

• Graduate or postgraduate qualification in Business Administration, Finance, Commerce, Marketing, or a related field.
• 12–14 years of relevant experience in CRM, collections, customer relations, or post-sales operations.
• Strong preference for candidates with experience in the real estate or construction industry.
• Proven experience in handling real estate collections, customer accounts, payment follow-ups, and overdue receivables.
• Experience in managing a CRM and collections team across multiple projects.
• Strong knowledge of demand management, payment schedules, customer ledger reconciliation, possession processes, and handover formalities.
• Familiarity with RERA-related customer processes and real estate documentation.
• Excellent communication, negotiation, escalation-management, and leadership skills.
• Strong analytical ability with proficiency in MIS, ageing reports, dashboards, and collection-performance tracking.
• Ability to work under pressure and achieve time-bound collection targets.

Key Performance Indicators

• Achievement of monthly, quarterly, and annual collection targets.
• Reduction in outstanding receivables and overdue accounts.
• Improvement in collection efficiency and reduction in payment ageing.
• Timely issuance of demand letters, reminders, receipts, and customer statements.
• Timely resolution of customer complaints and escalated cases.
• Accuracy of customer ledgers, MIS reports, and collection records.
• Customer satisfaction and successful completion of possession and handover processes.
• Team productivity, discipline, and performance against defined targets.

Why Join Vera Developers?

• Opportunity to lead CRM and collections for a reputed real estate developer.
• Senior leadership role with direct involvement in strategic customer and revenue management.
• Professional and growth-oriented work environment.
• Opportunity to contribute to process improvement and business performance.

How to Apply

Interested candidates may apply with an updated CV highlighting:

• Total experience and specific real estate collections experience.
• Current and previous employers.
• Projects and customer portfolios handled.
• Team size managed.
• Collection targets achieved and key performance results.
• Current salary, expected salary, and notice period.

Note: Candidates with strong experience in real estate collections and post-sales CRM operations will be preferred.

Pay: ₹80,000.00 - ₹125,000.00 per month

Work Location: In person