Customer Relationship Manager (CRM)/Executive- Real Estate

Job Title: Head - CRM/GM/Executive

Real Estate Experience

Department: Customer Relationship Management

Location: Bengaluru, (South/East projects)

Experience: 5–10 Years in Real Estate CRM

Preferred Candidates: Real Estate Experience only

1. Role Purpose

Own the complete post-sales customer journey for assigned projects from booking to possession. Drive timely collections, minimize escalations, and ensure >90% CSAT while protecting company cash flow.

2. Key Responsibilities

A. Collections & Cash Flow

1. Track and follow-up on milestone, EMI, and final demand payments for 150-200 customers

2. Achieve monthly/quarterly collection targets

3. Coordinate with Sales, Accounts & Legal

4. Drive 100% collection before handover; initiate cancellation process for chronic defaulters

B. Customer Lifecycle Management

1. Single point of contact from post booking till possession

2. Conduct welcome calls, allotment, agreement, demand letter ,GTS, RERA explanation, registration support & entire documentation

3. Handle site visits, construction updates, modification requests, and query resolution <24 hrs. TAT

4. Manage CRM tool entries: update payment status, call logs, escalation tracker, feedback

C. Documentation & Compliance

1. Ensure timely execution of ATS, Sale Deed, loan documents, TDS forms

2. Maintain customer files with 100% audit compliance for RERA, GST, and internal SOP

3. Support registration team with customer coordination and document pickup

D. Handover

1. Coordinate snag list, key handover

2. Reduce negative handover feedback

E. Reporting & MIS

1. Daily collection dashboard + weekly overdue aging report to CRM Manager

2. Monthly customer health report: # escalations, TAT breach, collection efficiency

3. Flag potential cancellations/ legal risks in advance with mitigation plan

4. KPIs You’ll Be Measured On

*KRA* *Target* *Weight*

Monthly Collection vs Target 100%

TAT for Query Resolution <24 hrs.

Documentation Compliance 100% audit score

Skills & Qualifications

Must Have:

1. Graduate preferred

2. 5-10 years in Real Estate CRM with reputed builder.

3. Strong with Excel: VLOOKUP, Pivot, Aging reports. CRM tools: Salesforce/Sell. Do/Far vision

4. Excellent negotiation + objection handling. Kannada + Hindi mandatory, English fluent

Pay: ₹40,000.00 - ₹80,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Internet reimbursement
• Leave encashment
• Life insurance
• Provident Fund

Work Location: In person