CRM - Manager/ Sr. Manager

Role & responsibilities

• Manage the complete customer lifecycle from booking to possession and handover.
• Handle customer queries, complaints, escalations, and ensure timely resolution.
• Coordinate with Sales, Presales, Accounts, Legal, Projects, and Documentation teams.
• Monitor booking documentation, agreements, payment schedules, collections, and demand letters.
• Ensure timely communication with customers regarding project updates, payments, registration, possession, and handover.
• Maintain accurate CRM records, customer data, and MIS reports.
• Track collections, pending payments, cancellations, transfers, and other customer requests.
• Develop and monitor SOPs and TATs for customer service and CRM processes.
• Lead and manage the CRM team, ensuring service quality and customer satisfaction.
• Prepare regular management reports and dashboards on bookings, collections, customer issues, and pending actions.

Preferred candidate profile

• CRM/customer relationship management, preferably in the real estate industry.
• Strong experience in booking-to-possession customer lifecycle management.
• Good understanding of real estate documentation, collections, agreements, registration, and possession processes.
• Excellent communication, customer handling, negotiation, and problem-solving skills.
• Experience in team handling, MIS reporting, CRM software, and customer data management.
• Ability to manage multiple customer escalations and deadlines effectively.
• Customer-focused, proactive, organized, and capable of working in a fast-paced real estate environment.