CRM Manager

Dear Folks ,

Greetings from Marvel Realtors and Developers Limited !!

I hope you are doing well.

I have opening for the below Job Description. Kindly go through the job details and attach me your updated CV to proceed for interview shortlisting.

Role overview

CRM Manager

Own the customer relationship from booking to possession and beyond — collecting every demand on schedule while making the buyer's journey clear, predictable and premium.

Location : Koregaon Park, Pune

6 days WFO (2nd and 4th Sat Off’s)

Company

Marvel Realtors, Pune

Title

CRM Manager – Collections & Customer Experience

Reports to

Director

Location

Pune (site + corporate office)

Experience

5–10 years in real estate CRM, at least 3 in collections

Works with

Sales, Accounts, Legal, Project/Site, Banks & HFCs

Key responsibilities1. Booking to agreement

• Welcome call and welcome kit within 48 hours of booking; assign a single point of contact.
• Collect KYC, application form and booking amount; verify against sales terms.
• Coordinate Agreement for Sale drafting, stamp duty, registration appointment and handover of registered copy.
• Ensure cost sheet, payment plan and all commitments are documented — no verbal promises left unrecorded.

2. Collections

• Raise construction-linked demand letters the day a slab/stage is certified; share architect's certificate and site photos.
• Reminder cadence: advance notice, due-date reminder, then structured follow-up calls and letters.
• Coordinate loan disbursements with banks/HFCs — sanction, tripartite agreement, NOC, disbursement requests.
• Compute and communicate interest on delayed payments as per agreement; handle waiver requests with approval.
• Reconcile receipts with Accounts weekly; issue receipts and TDS (Form 16B) follow-ups.
• Escalate chronic defaulters with a documented trail; support cancellation or legal action when required.

3. Customer journey during construction

• Quarterly construction progress updates (photos, video, milestone status).
• Manage modification/customisation requests with cost and timeline sign-off.
• Resolve queries within defined turnaround; maintain a complete interaction log in the CRM system.
• Organise site visits and customer engagement events.

4. Possession

• Plan possession in batches: final demand, outstanding clearance, documentation checklist.
• Pre-possession unit inspection with customer; track snag list to closure before handover.
• Handover kit: keys, possession letter, OC copy, warranties, appliance manuals, maintenance guide.
• Coordinate electricity/water meter transfer, society/maintenance deposits and registration of society.

5. Post-possession

• Defect liability period: log, assign and close complaints within SLA under RERA obligations.
• Support society formation and conveyance to the society.
• Handle resale/rental NOCs and transfer requests.
• Drive referrals and testimonials; run satisfaction surveys at possession and 6 months after.

6. Compliance and reporting

• Keep customer records aligned with MahaRERA disclosures and quarterly updates.
• Weekly MIS: collections due vs received, ageing, escalations, open complaints.
• Handle MahaRERA / consumer complaints in coordination with Legal.

KPIs

Targets are indicative; finalise at offer stage.

KPI

Target

Collection efficiency (received ÷ demanded, monthly)

≥ 95%

Dues ageing beyond 60 days

< 3% of receivables

Demand letters issued after stage completion

Within 2 working days

Query first response / resolution

24 hours / 7 days

Snags closed before handover

100%

Post-possession complaint closure within SLA

≥ 90%

Customer satisfaction (possession survey)

≥ 4.5 / 5

Referral bookings from existing customers

Tracked quarterly

Escalations to MahaRERA / consumer forum

Zero

Qualifications and attributes

Must have

• Graduate (MBA preferred); 5–10 years in real estate CRM with hands-on collections.
• Working knowledge of Agreement for Sale, stamp duty and registration, home-loan disbursement process, MahaRERA and GST/TDS on property.
• Proficient in a CRM system (Salesforce, Sell.Do, Farvision or similar) and Excel/MIS.
• Fluent English, Marathi and Hindi — written and spoken.

Attributes

• Firm on money, warm with people: can chase dues without damaging the relationship.
• Ownership mindset — follows through to closure without reminders.
• Calm under pressure with escalated or upset customers.
• Polished presentation suited to premium/luxury clientele.
• Meticulous with documentation and audit trail.

Good to have

• Experience handling possession of a full project or tower.
• Exposure to luxury residential projects in Pune.

Thanks & Regards,

Yamini N,

Sr. Human Resource Generalist

Marvel Realtors and Development Limited,

+91 8856833373.

Pay: ₹40,000.00 - ₹65,000.00 per month

Work Location: In person