CRM Manager

Job Title: CRM Manager – Real Estate

Experience: 4+ Years
Industry: Real Estate
Location: Bangalore

Key Responsibilities

• Manage the complete customer lifecycle from lead generation and site visit to booking, agreement, possession, and post-sales support.
• Manage and maintain the company's CRM system, ensuring accurate and updated customer and lead data.
• Monitor lead allocation, follow-ups, site visits, bookings, cancellations, and customer interactions.
• Coordinate closely with Sales, Pre-Sales, Marketing, Legal, Finance, and Projects teams.
• Track and improve lead conversion, follow-up efficiency, and customer experience.
• Prepare and maintain daily, weekly, and monthly CRM MIS reports and dashboards.
• Monitor sales team CRM usage, data accuracy, follow-up activities, and lead ageing.
• Identify gaps in the customer journey and implement processes to improve customer satisfaction and conversions.
• Handle customer queries and coordinate with relevant internal teams for timely resolution.
• Maintain proper documentation related to bookings, agreements, payments, and customer communications.
• Track payment schedules, pending documentation, registration, possession, and other post-sales activities.
• Develop CRM processes, SOPs, escalation mechanisms, and reporting systems.
• Analyse CRM data to identify trends, bottlenecks, and opportunities for improving sales performance.
• Ensure timely communication with customers regarding project updates, payment reminders, documentation, and other important milestones.

Required Qualifications & Skills

• Bachelor's degree in Business Administration, Marketing, Management, or a related field.
• 4+ years of experience in CRM/Customer Relationship Management, preferably in real estate.
• Strong knowledge of real estate sales and post-sales processes.
• Hands-on experience with CRM software and lead management systems.
• Strong knowledge of Excel/MIS reporting and data analysis.
• Excellent communication, coordination, and customer-handling skills.
• Strong problem-solving and follow-up abilities.
• Ability to manage multiple customers, priorities, and internal stakeholders.
• Experience in managing CRM teams will be an added advantage.

Key Performance Indicators (KPIs)

• Lead-to-site-visit and site-visit-to-booking conversion
• CRM data accuracy and usage
• Follow-up compliance
• Customer response and resolution time
• Booking and cancellation tracking
• Payment/documentation follow-up
• Customer satisfaction and retention
• Timely and accurate CRM/MIS reporting

Pay: ₹35,000.00 - ₹50,000.00 per month

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Food provided
• Paid sick time
• Provident Fund

Work Location: In person