Group Manager

We are seeking a result-driven and proactive Manager to lead support ticket resolution and branch sales operations. The role requires ownership of end-to-end CMS processes, product activations, service requests, CRM operations, customer training, and payment tracking. The incumbent will manage escalations, coordinate across multiple teams, and ensure smooth operational delivery. This position demands strong leadership, stakeholder management, and the ability to work under pressure, especially during critical monthly closings.

99acres is India's leading property search App. It is the one-stop solution to all your real estate needs. The award-winning app has helped millions of users.

1. CMS & Payment Management

       Oversee the CMS process, ensuring accurate tracking of payment clearance based on data in coordination with Finance.

       Ensure timely follow-up and closure of payment collections (scheduled and credit sales) with CRM posting accuracy.

2. Product & Service Operations

       Lead and monitor product activation through the seller ecosystem.

       Drive customer training and provide interim service support for product postings and boosting listings.

       Ensure timely XID creation and FSL slot bookings through the legacy CRM system.

3. Support & CRM Coordination

       Take ownership of resolving high-priority service requests (SRs).

       Guide and support new CRM users directly or via coordination with the SR Desk.

       Supervise design creation requests by aligning Salespersons, customers, and Design teams.

       Ensure close coordination with the CRM Tech team for faster resolution of technical issues.

       Manage escalations, ensuring customer-first resolution within timelines.

4. Reporting & MIS

       Oversee preparation of ad hoc MIS reports and ensure accuracy in reporting for leadership review.

5. Work Commitments

       Manage stretch working hours during monthly closing cycles.

       Ensure availability and team support during weekends (Saturday/Sunday) if monthly closings fall on these days.

       Proactively coordinate to ensure timely delivery of all critical tasks.

       Strong leadership and problem-solving skills with a focus on timely resolution.

       Solid understanding of CRM tools, sales enablement processes, and financial coordination.

       Exposure to Salesforce, Dynamics CRM, Navision ERP, or SAP ERP.

       Must be well-versed in creating PPTs and an expert in Excel for reporting and analysis.

       Exceptional stakeholder management across Sales, Finance, Design, SR Desk, and CRM Tech teams.

       Strong escalation management and communication skills.

       Ability to multitask, prioritize, and deliver under pressure.