CRM Manager

Key Responsibilities – CRM (Post Sales) | Luxury Real Estate

1. Customer Relationship ManagementAct as the primary point of contact for customers after booking until possession and post-handover.Build and maintain strong, long-term relationships with clients by providing exceptional customer service.Ensure a seamless customer journey and deliver a premium customer experience.

2. Booking & DocumentationVerify booking forms and supporting documents.Coordinate the execution of the Agreement to Sell (ATS), Sale Deed, and other legal documents.Ensure all customer documentation is complete and compliant with company policies

3. Payment Collection & Follow-upMonitor customer payment schedules as per the construction-linked or time-linked payment plan.Coordinate with customers regarding due payments and outstanding balances.Work closely with the finance team to ensure timely payment reconciliation.

4. Home Loan CoordinationCoordinate with banks and financial institutions for home loan processing.Assist customers with loan documentation and disbursement.Track loan approval and disbursement status.

5. Customer CommunicationProvide regular project updates, construction progress, milestone achievements, and possession timelines.Address customer queries, concerns, and complaints within defined turnaround times.Maintain communication through calls, emails, WhatsApp, and CRM software.

6. Possession & HandoverPlan and coordinate property possession schedules.Organize unit inspections, snag list resolution, and possession documentation.Ensure smooth handover of apartments/villas to customers.

7. Coordination with Internal DepartmentsLiaise with Sales, Finance, Legal, Projects, Engineering, and Facility Management teams.Ensure timely resolution of customer issues by coordinating across departments.

8. Complaint ResolutionRegister and track customer complaints.Ensure prompt resolution within the agreed service levels.Escalate critical issues to management when necessary.

9. CRM System ManagementUpdate customer interactions, payment status, service requests, and documentation in the CRM system.Maintain accurate customer records and generate MIS reports.

10. Reporting & MISPrepare daily, weekly, and monthly reports on:CollectionsPending documentationHome loan statusCustomer complaintsPossession statusCustomer satisfaction metrics

11. Customer SatisfactionConduct customer feedback surveys.Improve customer experience through proactive engagement.Maintain high customer satisfaction and retention levels.

12. ComplianceEnsure adherence to RERA guidelines and company policies.Maintain confidentiality of customer information.Support audit and compliance requirements.

• Required SkillsExcellent verbal and written communication.
• Strong customer relationship management skills.
• Knowledge of real estate documentation and registration process.
• Understanding of RERA regulations.
• Strong negotiation and conflict-resolution abilities.
• Proficiency in CRM software, MS Excel, and ERP systems.
• Time management and multitasking skills.
• High attention to detail and documentation accuracy.

• Preferred ExperienceExperience: 2–6 years in CRM/Post Sales within luxury or premium residential real estate.
• Education: MBA/PGDM, BBA, or any graduate degree.
• Industry: Luxury Residential Real Estate, Developers, or Channel Partners.
• Key Performance Indicators (KPIs)Customer Satisfaction (CSAT) Score.
• Collection efficiency and payment recovery.
• Turnaround time (TAT) for query and complaint resolution.