Customer Relationship Management Manager

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Role Overview:

The CRM Manager will be responsible for leading the Customer Relationship Management function and ensuring a superior post-sales customer experience from booking to handover. This includes managing a team of CRM Executives, overseeing payment collections, documentation, query resolution, and driving customer satisfaction and retention. The role demands strong coordination with internal departments, strategic process improvement, and regular reporting to senior management.

Key Responsibilities:

Team & Process Management

• Lead and mentor the CRM team to ensure smooth post-sales operations.
• Allocate tasks, monitor performance, and ensure adherence to CRM SOPs.
• Review and optimize CRM processes for efficiency and better customer service.

Customer Relationship Management

• Serve as an escalation point for customer grievances and complex cases.
• Maintain high customer satisfaction scores and proactively manage relationships.
• Personally handle key clients, if required, to ensure continued trust and retention.

Payment & Documentation Oversight

• Oversee the end-to-end payment collection process and ensure timely follow-ups.
• Ensure accuracy in preparation and dispatch of demand letters, receipts, and legal documentation (agreements, allotment, possession letters).
• Coordinate with the Accounts and Legal teams for smooth processing and compliance.

Customer Service & Grievance Redressal

• Monitor and resolve high-priority customer complaints within defined TAT.
• Implement a structured system for tracking and closing customer issues effectively.
• Train the team on handling difficult clients and maintaining professionalism.

Reporting & Analysis

• Generate and present regular reports on collections, outstanding payments, follow-ups, and customer feedback.
• Identify patterns in complaints or delays and initiate corrective action.

Internal Coordination & Stakeholder Management

• Liaise with Sales, Legal, Accounts, and Project/Site teams to ensure accurate information flow.
• Act as the communication bridge between customers and internal departments to ensure issues are addressed efficiently.

Key Skills & Competencies:

• Strong leadership and people management abilities
• Excellent interpersonal, communication, and negotiation skills
• High customer empathy with a solution-driven approach
• Strong analytical and problem-solving skills
• Proficiency in CRM software, MS Office (especially Excel and Outlook)
• Ability to manage multiple priorities under pressure

Preferred Qualifications:

• Graduate in Business Administration, Commerce, or related fields (MBA preferred)
• 5–8 years of experience in CRM roles, with at least 2–3 years in a team leadership/managerial position
• Prior experience in Real Estate, Construction, or other customer-facing service industries is preferred

Work Conditions:

• Working Hours:

  10:00 AM to 7:00 PM

• Location:

  Goregaon West

• Additional Requirements:

  Occasional site visits and client meetings as needed