Crm Manager

Job Description Team Leader (CRM) | Real Estate

Position: Team Leader Customer Relationship Management (CRM)

Department: CRM / Customer Service

Industry: Real Estate

Location: Mumbai

About the Role

We are seeking an experienced and customer-focused Team Leader CRM to manage post-

sales customer relationships and lead a team of CRM executives. The ideal candidate will ensure seamless customer service, timely issue resolution, and effective coordination with

internal departments to enhance customer satisfaction throughout the customer lifecycle.

Key Responsibilities

• Lead and manage the CRM team to ensure excellent customer service and timely resolution of customer queries.
• Handle post-sales customer interactions, including booking, documentation, payment follow-ups, and possession processes.
• Monitor customer grievances and ensure prompt resolution within defined timelines.
• Coordinate with Sales, Legal, Accounts, Projects, and Operations teams for smooth customer servicing.
• Maintain accurate customer records and update CRM systems regularly.
• Track customer satisfaction levels and implement initiatives to improve customer experience.
• Prepare and present periodic MIS reports, customer feedback reports, and service performance metrics.
• Ensure compliance with company policies, RERA guidelines, and customer service standards.
• Conduct team training, performance reviews, and mentoring to enhance productivity.
• Manage escalations and build strong relationships with customers to ensure a positive brand experience.

Desired Candidate Profile

• Bachelor's degree in any discipline; MBA preferred.
• 5- 8 years of experience in CRM, customer service, or post-sales operations within the real estate industry.
• Strong understanding of real estate sales and post-sales processes
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software and MS Office applications.
• Ability to handle multiple stakeholders and work in a fast-paced environment.

Key Skills

• Customer Relationship Management (CRM)
• Team Handling & Leadership
• Post-Sales Operations
• Customer Complaint Resolution
• Documentation & Coordination
• MIS Reporting
• Customer Retention & Satisfaction
• Stakeholder Management
• Real Estate CRM
• RERA ComplianceRole & responsibilities