CRM Manager

Job Title: CRM Manager

Department: Sales & Customer Relations

Reporting To: CRM Head

Location: Noida Sector-125

Job Overview:

The CRM Manager will be responsible for managing end-to-end customer relationships post-booking, ensuring a smooth customer experience from booking to possession. This role involves handling client communication, coordinating with internal departments (Sales, Finance, Projects, Legal), and maintaining accurate customer data through the CRM system. The CRM Manager ensures customer satisfaction, timely updates, and process compliance, thereby strengthening brand credibility and retention.

Key Responsibilities:

1. Customer Relationship Management

• Serve as the primary point of contact for customers post-booking till handover.

• Manage customer queries, requests, and complaints efficiently and with professionalism.

• Regularly update customers on project progress, payment schedules, possession timelines, etc.

• Ensure timely resolution of escalations to maintain customer satisfaction and trust.

2. CRM System Management

• Maintain and update customer data in the CRM software (e.g., Salesforce, Zoho, Farvision, etc.).

• Track bookings, collections, and customer interactions through CRM tools.

• Generate and analyze CRM reports to support management decisions and improve processes.

3. Coordination with Internal Teams

• Work closely with Sales, Finance, Projects, and Legal teams to ensure seamless information flow and customer service.

• Coordinate issuance of Allotment Letters, Demand Letters, Payment Receipts, and other customer documentation.

• Ensure all commitments made at the time of sale are fulfilled in coordination with respective departments.

4. Payments & Documentation

• Follow up on payment milestones and ensure timely collections.

• Coordinate documentation related to Agreements, Possession, and Registration.

• Assist customers with home loan documentation and liaise with banks/NBFCs when required.

5. Customer Retention & Feedback

• Conduct regular feedback calls and satisfaction surveys post-possession.

• Develop and implement strategies to improve customer retention and referral rates.

• Manage customer engagement events, communication drives, and post-sale interactions.

Key Skills & Competencies:

• Excellent communication and interpersonal skills.

• Strong organizational and multitasking abilities.

• Proficiency in CRM tools and MS Office Suite.

• Problem-solving attitude with a customer-first approach.

• Attention to detail and process-oriented mindset.

• Ability to work collaboratively across departments.

Qualifications & Experience:

• Graduate or Postgraduate (MBA preferred) in Marketing, Customer Relationship, or relevant field.

• 4–8 years of experience in CRM or Customer Service roles, preferably in Real Estate.

• Familiarity with RERA regulations, real estate documentation, and payment processes will be an added advantage.

Job Type: Full-time

Pay: ₹40,000.00 - ₹52,501.11 per month

Benefits:

• Provident Fund

Work Location: In person