CRM Manager

Job Description

Job Title: CRM Executive / CRM Manager – Real Estate Job Summary: We are looking for a proactive and customer-focused CRM Executive/Manager to oversee the complete customer relationship lifecycle—from lead nurturing to post-sale support. You will play a vital role in enhancing the customer experience, ensuring timely documentation, payment collection, and addressing queries throughout the property buying journey. --- Key Responsibilities: Lead & Customer Management: Manage customer interactions from booking to possession and beyond. Maintain and update customer data in the CRM system (e.g., Salesforce, Zoho, HubSpot, or real estate-specific CRMs). Ensure timely communication with customers via phone, email, SMS, and in-person meetings. Booking & Documentation: Coordinate with sales, legal, and finance teams to generate allotment letters, agreements, and other legal documents. Track and manage all documentation related to property bookings and registration. Payment Follow-ups: Monitor the payment schedule of booked customers and ensure timely collections. Follow up on pending dues and provide reminders to clients. Coordinate with the accounts team for receipts and payment reconciliation. Customer Support & Grievance Handling: Address customer complaints, service requests, and escalations promptly and professionally. Work with internal departments (project, construction, facilities) to resolve issues and provide updates. Post-Sales & Handover: Facilitate the possession process, including snag list handling, handover kits, and welcome procedures. Conduct customer satisfaction surveys and gather feedback for continuous improvement. CRM Reporting & Analytics: Generate daily/weekly/monthly CRM reports for management on leads, bookings, payments, and customer issues. Analyze customer behavior and suggest process improvements to enhance satisfaction and retention. --- Qualifications: Bachelor’s degree in Business Administration, Marketing, or a related field. 2–5 years of experience in a CRM or customer service role, preferably in the real estate industry. Hands-on experience with CRM software and MS Office tools. Excellent communication, interpersonal, and negotiation skills. Strong organizational and problem-solving abilities. --- Preferred Skills: Experience with real estate ERP systems (e.g., FAR Vision, Buildium, or PropTiger). Knowledge of real estate sales processes and RERA guidelines. Multilingual abilities for customer engagement in local/regional markets.