Customer Relationship Manager (CRM)

Job Title: Senior CRM Manager – Real Estate

Job Summary:
We are seeking an experienced Senior CRM Manager with strong expertise in the real estate industry to lead and manage the Customer Relationship Management function. The role involves overseeing the entire post-sales lifecycle, ensuring excellent customer experience from booking to possession, managing escalations, and ensuring compliance with regulatory requirements including Real Estate Regulatory Authority (RERA).

Key Responsibilities:

• Manage the end-to-end CRM operations including booking documentation, agreements, payment tracking, registration, and possession.
• Lead and supervise the CRM team, ensuring smooth coordination with sales, legal, finance, and projects teams.
• Handle customer escalations and grievance management effectively and ensure timely resolution.
• Ensure proper documentation and compliance with RERA guidelines and statutory requirements.
• Monitor payment schedules and collections, coordinating with the finance team for timely follow-ups.
• Oversee the agreement registration process and customer documentation.
• Manage possession and handover process, ensuring smooth coordination with internal departments.
• Maintain and review CRM MIS reports, sales reports, and customer databases for management review.
• Develop and implement customer engagement and retention strategies.
• Ensure high levels of customer satisfaction and service quality throughout the customer lifecycle.

Required Skills:

• Strong leadership and team management skills.
• Excellent communication and customer handling abilities.
• Good knowledge of real estate processes, documentation, and compliance requirements.
• Experience working with CRM software and advanced Excel reporting.
• Strong problem-solving and escalation management skills.

Qualification:

• Bachelor’s degree in Business Administration, Marketing, or related field.
• MBA is preferred.

Experience:

• 6 – 12 years of experience in CRM within the real estate industry, with at least 3–5 years in a managerial role.

Location: Bangalore

Pay: From ₹700,000.00 per year

Benefits:

• Food provided
• Health insurance
• Leave encashment
• Life insurance
• Paid sick time
• Provident Fund

Work Location: In person