Customer Relationship Management Manager

Job Description

We are looking for an experienced and customer-centric CRM Manager to oversee client relationship management processes across the pre-sales and post-sales lifecycle. This role is crucial in improving customer engagement, managing lead pipelines, ensuring excellent service delivery, and driving customer satisfaction in a real estate environment. Role & responsibilities 1. CRM Operations & System Management • Maintain, monitor, and update the CRM system (e.g., Salesforce, Zoho, HubSpot, etc.) to ensure accuracy and efficiency. • Track customer journey touchpoints from inquiry to final possession. • Generate regular reports on lead conversion, sales funnel health, and campaign performance. 2. Lead Management & Coordination • Allocate and monitor leads to the sales team as per predefined logic. • Follow up with the sales team on lead status updates and closures. • Ensure proper classification and nurturing of leads (Hot, Warm, Cold). 3. Customer Engagement & Service • Act as the point of contact for customer communication regarding documentation, payments, project updates, and post-sales support. • Drive initiatives to improve customer satisfaction and retention. • Coordinate with cross-functional teams (Sales, Legal, Finance, Projects) to ensure timely updates and issue resolution. 4. Reporting & Analytics • Prepare dashboards and insights for management on CRM performance metrics. • Analyze customer behavior and recommend strategies for engagement or reactivation. Compliance & Data Management • Ensure customer data is managed in compliance with data protection policies (e.g., GDPR, RERA). • Maintain accurate and up-to-date client records and documentation. Preferred candidate profile • Familiarity with RERA guidelines and real estate project lifecycle. • Experience in handling high-value clients in residential or commercial real estate. • Knowledge of real estate documentation, agreements, and payment tracking. • Team management experience is a plus.