CRM - Real Estate

About the Role

We are seeking a highly customer-centric, process-driven, and execution-oriented CRM professional to lead the end-to-end customer lifecycle for its luxury residential and plotted development projects. The role is pivotal in delivering an exceptional customer experience from booking to possession and beyond, while ensuring strong collections, customer advocacy, operational efficiency, and cross-functional coordination.

Key Responsibilities

1. Customer Lifecycle Management

• Own and manage the complete post-sales customer journey including:

Customer onboarding

Welcome communication

Agreement execution

Construction-linked collections

Home loan coordination

Customization management

Registration

Snag management

Handover & possession

Post-possession support

Resident welfare association / association handover

• Ensure seamless customer experience across all touchpoints with proactivecommunication and service excellence.

2. Collections & Revenue Management

• Drive timely collections aligned with construction milestones and payment schedules.
• Monitor receivables, overdue accounts, and collection efficiency metrics.
• Coordinate with finance and sales teams to improve cash flow predictability.
• Handle payment escalations, banking coordination, and customer negotiations whererequired.
• Ensure adherence to collection TATs and compliance processes.

3. Customer Experience & Escalation Management

• Act as the primary escalation point for high-priority customer concerns.
• Build robust grievance redressal mechanisms and service recovery frameworks.
• Improve customer satisfaction and referral generation through proactive engagement.
• Maintain high standards of customer communication, transparency, and responsiveness.

4. Luxury Customer Experience & Relationship Excellence

• Design and deliver a luxury-grade customer experience framework inspired by premiumhospitality standards, ensuring every customer interaction across the lifecycle isproactive, personalized, emotionally engaging, and service-oriented.
• Build a white-glove ownership journey through high-touch communication, milestoneengagement, concierge-style support, rapid escalation resolution, and curated customerdelight initiatives.

5. Cross-Functional Coordination

• Collaborate closely with the following teams:

Sales & Marketing

Legal

Finance

Engineering

Projects

QS

Facility Management

• Ensure timely closure of dependencies related to:

Documentation

Approvals

Registrations

Customizations

Snag rectification

Handover readiness

6. Process Excellence, Governance & Reporting

• Design and implement scalable CRM processes and SOPs.
• Improve operational efficiency through automation, dashboards, and processoptimization. Efficiently navigate and use ERP softwares.
• Track and publish MIS reports, customer dashboards, collection reports, and projectstatus updates.
• Ensure CRM processes are compliant with RERA and internal governance standards.
• Monitor SLA adherence and identify opportunities for continuous improvement.

7. Referral & Customer Advocacy

• Drive referral programs and customer engagement initiatives.
• Build long-term customer relationships that improve repeat business and brandadvocacy.
• Partner with marketing teams on customer events, campaigns, and communityengagement initiatives.