Job Summary: We are seeking a seasoned Senior Customer Relationship Manager (CRM) with over 15 years of experience in managing pre and post-sales operations in the real estate sector. The ideal candidate should have a holistic understanding of customer lifecycle management, strong command over CRM systems, and the ability to lead large teams. This individual will play a critical role in enhancing customer satisfaction, ensuring timely collections, managing escalations, and driving business relationships that support revenue goals. Key Responsibilities: Leadership & Team Management: Lead, mentor, and motivate a CRM team. Oversee end-to-end customer journey from booking to possession and post-handover service. Conduct regular team briefings, reviews, and bi-weekly performance meetings. Customer Lifecycle Management: Handle both Pre-sales (customer documentation, verification, agreement execution, bank loan support) and post-sales activities (payment follow-up, possession, issue resolution). Ensure timely communication like welcome letters, demand notes, payment reminders, and legal documentation. Prepare and monitor Sale Agreements, Construction Agreements, Sale Deeds, and related documentation. Escalation Handling & Issue Resolution: Manage and resolve complex customer queries and escalations with empathy and efficiency. Liaise with Legal, Technical, Finance, and other departments for cross-functional issue resolution. Ensure first-level resolution and track customer satisfaction metrics. Revenue Collection & Finance Coordination: Achieve monthly collection targets and reduce debtor days. Maintain payment receivable balance sheets and coordinate with the Accounts team for reconciliation. Calculate interest for delayed payments and ensure timely follow-ups. Process & Strategy: Implement and improve CRM processes, SOPs, and systems. Ensure all customer interactions align with brand guidelines and high service standards. Contribute to strategic planning, negotiation of contracts, and operational audits. Reporting & Compliance: Regularly report CRM KPIs, customer feedback, collection status, and escalation updates to senior leadership. Maintain data accuracy, system hygiene, and regulatory compliance across CRM tool. Client Engagement & Business Support: Support business development through customer feedback, referral programs, and community engagement. Build long-term relationships with clients, investors, and channel partners. Contribute to customer engagement events, surveys, and loyalty programs. Key Skills & Competencies: Excellent verbal and written communication skills Proven leadership & team management abilities Strong interpersonal, negotiation, and public relations skills Strategic thinking and problem-solving mindset Conflict resolution and escalation handling expertise Process-driven with strong attention to detail Knowledge of real estate tools, CRM systems, and industry documentation Analytical and logical reasoning capabilities Customer-centric mindset with a focus on satisfaction and retention Preferred Qualifications: Bachelors/Master’s degree in Business Administration, Marketing, or a related field. Experience in reputed real estate firms or similar customer-facing industries. ERP/CRM tool proficiency (Sell do, Salesforce, Zoho, etc.). Why Join Us? Work in a dynamic real estate environment with opportunities to grow. Be part of a customer-first culture driven by values and innovation. Lead impactful customer experience initiatives.
