Manager / Sr. Manager – CRM

Lead and manage the end-to-end CRM function for the project, ensuring seamless customer lifecycle management from post-sales to possession and beyond. Act as the single-point owner for CRM, driving customer satisfaction, collections, and cross-functional coordination.

1. CRM Lifecycle Management

• Manage complete post-sales lifecycle: agreement, collections, construction updates, possession, and handover
• Ensure adherence to timelines and internal processes

2. Customer Experience

• Drive high customer satisfaction and engagement
• Handle escalations and ensure timely resolution
• Execute structured communication plans (calls, emails, events)

3. Collections Management

• Track and drive collections as per payment schedules
• Coordinate with Sales & Finance to reduce outstanding dues
• Implement strategies to improve collection efficiency

4. Team Management

• Lead and mentor CRM team members
• Set KPIs and monitor team performance
• Build a customer-centric team culture

5. Cross-Functional Coordination

• Collaborate with Sales, Legal, Finance, Projects, and Marketing teams
• Ensure alignment on customer commitments

6. Compliance & Process Excellence

• Ensure adherence to RERA and internal compliance norms
• Standardize and optimize CRM processes
• Maintain accurate documentation and reporting

7. MIS & Reporting

• Prepare reports on collections, escalations, and performance
• Share actionable insights with senior management

• Graduate / Postgraduate (MBA preferred)
• Relevant experience in Real Estate CRM (Post Sales)

• 6–12 years in CRM / Post-Sales (Real Estate preferred)

• As per industry standards