Customer Relationship Management Manager

Role Overview

The Assistant Manager – Post-Sales will be responsible for managing and enhancing the customer experience throughout the post-sales journey. This includes coordinating with internal teams, handling documentation, managing possession processes, and ensuring timely communication and resolution of customer queries. The ideal candidate will be detail-oriented, customer-focused, and adept at cross-functional collaboration.

Key Responsibilities

📞 Post-Sales Communication

• Serve as the primary point of contact for customers from booking to possession.
• Provide regular updates and support throughout the post-sales lifecycle.

🏗️ Project Coordination

• Collaborate with internal departments (engineering, legal, backend) to track and communicate project progress.

🏦 Loan Processing

• Coordinate with banking partners for loan approvals, documentation, and disbursements.

📜 Registration Protocol

• Work with legal and backend teams to facilitate property registration procedures.

🔁 Customer Follow-Up & Collections

• Ensure timely follow-ups for payments and manage post-sales collections.

📊 Accounting Coordination

• Liaise with the accounts team to ensure accurate and timely customer ledger entries.

📂 Documentation & Communication

• Prepare and manage essential documents including:
• Welcome emails
• Payment receipts
• Sale agreements
• Demand letters
• Bank NOCs
• ROCs
• Interest letters
• Debit/Credit notes
• Reminder letters
• Possession letters

🧑‍💼 Customer Support

• Address and resolve customer queries and grievances related to post-sales activities.

🏠 Possession Management

• Organize property inspections for ready units.
• Submit observation checklists to the project team for action.

🔑 Handover Process

• Ensure smooth possession and key handover to clients.

🏘️ Society Formation

• Assist in society formation procedures and liaise with relevant stakeholders.

📈 Reporting

• Maintain and share weekly/monthly revenue and collection reports with management.

✅ Qualifications & Skills

• Bachelor’s degree in Business Administration, Real Estate, or related field (MBA preferred).
• 4–6 years of experience in post-sales operations, preferably in real estate.
• Strong communication and interpersonal skills.
• Proficiency in MS Office and CRM tools.
• Knowledge of legal and financial documentation processes.
• Ability to multitask and manage cross-functional co- ordination.