Customer Relationship Manager (CRM)

We are seeking an experienced and proactive Customer Relationship Manager (CRM) to oversee and manage the entire post-sales customer journey—from booking to registry and final possession—ensuring a smooth, transparent, and delightful experience for all homebuyers. The ideal candidate must have a solid understanding of real estate processes, excellent communication skills, and the ability to coordinate effectively across internal departments and external agencies.

Key Responsibilities (KRAs):

1. Post-Sales Process Management

Ensure smooth transition of the file from Sales to CRM post booking.

Manage the entire customer journey from booking to possession, including:

Agreement to Sell (ATS) preparation and execution

Loan documentation coordination

Payment schedule follow-ups and milestone tracking

Demand letters and receipts issuance

Registration process coordination

Handover formalities and possession process

2. Customer Communication & Relationship Building

Be the single point of contact (SPOC) for all customer queries post-booking.

Maintain regular and proactive communication with customers regarding payment schedules, construction updates, documentation, and possession timelines.

Address and resolve complaints, escalations, and service issues with professionalism and empathy.

3. Documentation & Compliance

Ensure all customer documentation is complete, accurate, and compliant with legal and company norms.

Coordinate with legal and finance teams to facilitate agreement registration and loan processing.

Maintain and update customer records, files, and CRM systems meticulously.

4. Internal Coordination

Liaise with Sales, Legal, Finance, Construction, and Registration teams to ensure timely execution of each step in the customer journey.

Track and report file movement and progress at each stage with complete transparency.

5. Registry & Possession

Guide customers through the registry process, ensuring clarity on stamp duty, registration charges, and timelines.

Organize and manage possession handover, including documentation, inspection, and final settlement of dues.

6. CRM Tools & Systems

Update and manage CRM software to ensure customer data, communication, and process steps are accurately recorded.

Generate periodic MIS reports related to post-sales status, possession readiness, and pending actions.

Key Skills & Competencies:

Strong understanding of real estate post-sales processes and documentation

Excellent verbal and written communication

Strong interpersonal and customer-handling skills

Attention to detail and follow-through

Ability to manage multiple stakeholders

Familiarity with CRM software, MS Office, and basic legal documentation

Problem-solving attitude and ownership mindset

Qualifications:

Graduate in any discipline (MBA preferred)

5+ years of experience in customer relationship management, preferably in real estate

Why Join Us?

Be a part of a growing and professional real estate firm.

Direct impact on customer satisfaction and operational efficiency.

Work with a dynamic, committed team focused on delivering high-quality real estate solutions.

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹45,000.00 per month

Benefits:

• Cell phone reimbursement

Language:

• English (Preferred)

Work Location: In person