Senior CRM Executive

Job Title: CRM - Senior Executive– Real Estate

NG Rathi Associates – Company Overview

NG Rathi Associates (also known as NG Rathi Realty Group) is a real estate developer based in Pune, Maharashtra. We have been operating for over three decades, with origins dating back to the 1980s. We have built a reputation rooted in integrity, reliability, and customer-centric values.

Experience & Reach

-More than 30 years of experience in Pune’s real estate market.

-13 projects in total, including 5 ongoing developments at Vishrantwadi, Wagholi, Undri, Pirangute, and Lawale.

-A diversified portfolio that spans: Residential spaces (apartments, row houses, villas, plots) & Commercial spaces (offices, retail shops)

Job Summary

The CRM - Senior Executive 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 - Senior Executive will also drive improvements in CRM systems, reporting, and customer experience strategies.

Work Location: Shukrawar Peth, Pune

Key Responsibilities1. 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

• Bachelor’s degree in Business Administration, Marketing, or related field (MBA preferred)

• 5+ 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)

Job Types: Full-time, Permanent

Pay: From ₹50,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person