S
Smartworld Developers
Manager- AGM CRM Backend
Skills
CRMProcess ImprovementCompliance
10 days ago
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Important information
Contract type:
Permanent
Location:
Gurugram, Haryana, India
Work mode:
Onsite
Published on:
15 October 2026
What they need
- CRM Backend Operations
- Oversee end-to-end CRM backend operations from booking confirmation to possession and post-possession services.
- Ensure accurate maintenance of customer records, booking details, payment schedules, agreements, and property-related documentation in the CRM system.
- Establish and monitor SOPs, workflows, turnaround times (TATs), and service-level agreements (SLAs).
- Ensure timely processing of booking forms, allotment letters, demand letters, agreements, cancellation requests, transfers, and other customer-related transactions.
- Documentation and Legal Coordination
- Supervise preparation and execution of Builder-Buyer Agreements (BBA), sale deeds, conveyance deeds, and other relevant documents.
- Coordinate with the legal team for documentation, registration, compliance, and resolution of documentation-related issues.
- Ensure accurate documentation and compliance with applicable RERA requirements and company policies.
- Maintain proper records for audits, statutory requirements, and internal reviews.
- Payment and Accounts Coordination
- Coordinate with the finance and accounts teams for payment receipts, demand generation, outstanding payments, refunds, cancellations, and customer ledger reconciliation.
- Monitor overdue payments, payment milestones, and collection follow-ups in coordination with the collections team.
- Ensure timely issuance of payment reminders, receipts, statements of accounts, and no-dues certificates.
- Resolve discrepancies in customer accounts and payment records.
- Possession and Handover Management
- Coordinate with project, construction, engineering, legal, and finance teams for possession readiness and customer handover.
- Monitor occupancy certificate, completion certificate, and other applicable documentation in coordination with relevant teams.
- Ensure timely issuance of possession offers, demand letters, handover documents, and maintenance-related communication.
- Track possession status, pending customer requirements, and closure of handover-related issues.
- Team Management and Leadership
- Lead, mentor, and supervise the CRM backend team, including executives and team leaders.
- Define individual and team KPIs, review performance, and ensure adherence to operational timelines.
- Allocate workloads, improve productivity, and develop team capabilities through regular training.
- Drive accountability, process discipline, and continuous improvement across CRM operations.
- CRM Systems, MIS and Reporting
- Ensure effective utilisation of CRM software, ERP systems, and other digital platforms.
- Monitor data accuracy, transaction integrity, system updates, and customer master records.
- Prepare and review MIS reports covering bookings, agreements, collections, outstanding payments, cancellations, refunds, registrations, possession, and customer complaints.
- Develop dashboards and management reports highlighting pending cases, bottlenecks, operational risks, and performance trends.
- Collaborate with IT and CRM technology teams to automate workflows and improve system efficiency.
- Customer Experience and Issue Resolution
- Ensure timely resolution of customer queries and escalations relating to documentation, payments, agreements, registration, and possession.
- Coordinate with front-end CRM, sales, finance, legal, and project teams to close customer issues within defined TATs.
- Monitor customer satisfaction, complaint closure rates, and recurring service issues.
- Implement preventive measures to reduce errors, delays, and repeat complaints.
- Process Improvement and Compliance
- Establish standard operating procedures, internal controls, and quality-check mechanisms.
- Identify operational gaps and implement process improvements to enhance efficiency and service delivery.
- Ensure confidentiality and security of customer information.
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