Customer Relationship Manager

Job Title: CRM Manager - Real Estate

We are inviting applications for the position of CRM Manager for our growing real estate organisation at NG Rathi Realty Group. The ideal candidate will be responsible for managing the complete customer lifecyclefrom booking to possessionand ensuring a smooth and satisfactory customer experience.

Job Summary

The CRM Manager will be responsible for managing the entire customer relationship lifecycle, ensuring seamless communication, timely query resolution, and high customer satisfaction. This role involves overseeing post-sales processes, coordinating with sales, technical, legal, and accounts teams, and ensuring a smooth customer journey from booking to possession. The CRM Manager will also drive improvements in CRM systems, reporting, and customer experience strategies.

Work Location: Kumar Prestige Point, Shukrawar Peth, Pune

Key Responsibilities

1. Customer Relationship Management

• Act as the primary point of contact for all customer communications post-booking.
• Maintain and update customer records in the CRM system.
• Build and maintain long-term relationships with customers to enhance satisfaction and loyalty.
• Handle escalations and ensure timely and effective resolution.
  

2. Post-Sales Operations

• Manage the entire customer lifecycle, including booking confirmation, documentation, agreements, payments, and possession.
• Coordinate with internal departments (Sales, Legal, Technical, Finance) for customer deliverables.
• Monitor milestone payments, issue demand letters, and track receivables.
• Ensure timely execution and registration of sale agreements.
  

3. Customer Service & Issue Resolution

• Address customer queries related to construction updates, payment schedules, documentation, and handover.
• Maintain an issue tracker and ensure timely closure of pending items.
• Oversee complaint management and ensure resolution within defined TATs.
  

4. Documentation & Compliance

• Ensure accuracy and completeness of customer documentation.
• Verify KYC documents and maintain digital records.
• Coordinate with legal team for agreement drafts, modifications, and compliance requirements.
  

5. Coordination with Project Team

• Work with project engineers and site teams to provide customers with construction status updates.
• Coordinate site visits for customers and ensure safety protocols are followed.
  

6. Financial Coordination

• Follow up with customers for outstanding payments.
• Work with accounts and finance teams to reconcile customer ledgers.
• Provide customers with payment receipts, tax invoices, and statements.
  

7. CRM System Management

• Manage CRM software operations, including data entry, tracking, and reporting.
• Ensure accurate and up-to-date information across all customer records.
• Identify gaps in CRM usage and implement improvements.
  

8. Reporting & Analytics

• Prepare periodic MIS reports,s including collection reports, ageing analysis, customer feedback, and escalations.
• Analyse customer behaviour, trends, and issues to suggest process improvements.
  

9. Handover & Possession

• Manage possession processes, including documentation, NOCs, and handover checklists.
• Coordinate with facility management teams for snag rectification and smooth move-in.
  

Key Skills & Competencies

• Strong communication and interpersonal skills
• Customer-centric approach
• Excellent problem-solving and conflict-resolution abilities
• Knowledge of real estate processes, RERA compliance, and documentation
• Familiarity with CRM tools (Strategic ERP, Salesforce, Zoho, HubSpot, or industry-specific CRMs)
• Time management and multitasking skills
• Ability to work with cross-functional teams
  

Qualifications

• Bachelors degree in Business Administration, Marketing, or related field (MBA preferred)
• 7+ years of experience in CRM or customer service in the real estate industry
• Understanding of residential/commercial real estate life cycles
  

Reporting To

• Director - CRM (as per company structure)

Interested in applying, kindly send your updated cv on hr@ngrathirealty.com