Customer Relationship Manager (CRM)

CRM & Sales Coordinator

Department: Sales & Marketing
Reports To: Sales Head / Director / CRM Manager
Location: Ludhiana
Purpose of the Role

To manage the entire sales and customer relationship process — from lead handling, booking coordination, documentation, payment follow-ups, to after-sales service — ensuring a seamless customer experience and efficient internal coordination across departments.
Key Responsibilities

A. Sales & Lead Management

• Handle incoming leads from marketing, portals, and walk-ins.
• Assign, track, and follow up on leads with sales executives.
• Maintain CRM database with updated lead status, remarks, and closures.
• Generate and circulate daily/weekly sales reports (leads, bookings, site visits, conversions).
• Coordinate site visits and ensure smooth client experience.
• Support the sales team in preparing proposals, quotations, and booking documents.

B. Booking & Documentation

• Manage booking process: application form, booking amount, and KYC verification.
• Coordinate with accounts for receipts and payment updates.
• Liaise with legal for sale agreements, allotment letters, and registration process.
• Maintain systematic records of all customer documents (soft & hard copies).
• Ensure compliance with RERA and company documentation standards.

C. Customer Relationship Management (Post-Sales)

• Act as a single point of contact for customers post-booking.
• Send payment schedules, reminders, and project progress updates.
• Address and resolve customer queries, issues, and requests promptly.
• Coordinate with project, accounts, and legal departments for client requirements.
• Manage possession communication, handover process, and feedback collection.

D. Reporting & Coordination

• Maintain accurate data in FMS/ Excel dashboard.
• Prepare MIS reports for management:
• Sales status (leads, site visits, bookings)
• Collection and outstanding payments
• Customer service updates and complaint summary
• Coordinate between Sales, Marketing, Accounts, and Project teams for smoother operations.
• Assist management in implementing sales and customer experience improvements.

Qualifications & Skills Required

• Education: Graduate / MBA (Marketing, Business Administration, or related).
• Experience: 3–6 years in Real Estate Sales, CRM, or Customer Relations.
• Technical Skills:
• Proficient in MS Excel, Word, PowerPoint.

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Work Location: In person