Senior Manager Customer Relationship Management

Reporting To: Head – Managing Director / Manager- Operations

Location: Bhubaneswar Salary: As per Market Standard

Employment Type: Full-Time Position

Overview

We are seeking a Senior Customer Relationship Manager (Senior CRM) to lead our customer service operations for residential and commercial projects. The role involves managing the CRM team, ensuring a seamless customer experience from booking to possession, overseeing documentation, collections, and resolving customer issues efficiently.

Key Responsibilities:

• Lead and guide the CRM team to ensure timely, professional communication with all customers.
• Oversee end-to-end post-sales processes, including agreements, registration, and handover.
• Manage customer payment follow-ups, coordinate with finance for receipts and reconciliations.
• Handle escalated customer queries and ensure prompt resolution.
• Liaise with sales, legal, and project teams to ensure smooth possession and customer satisfaction.
• Maintain and analyze MIS reports on collections, handovers, and feedback.
• Ensure compliance with RERA and company policies.

Skills & Competencies:

• Knowledge of real estate operations and RERA processes.
• Proficiency in MS Office and CRM tools.

Qualification & Experience:

• Graduate/Postgraduate in Business Administration, Marketing, or related field.
• 6–10 years of experience in real estate CRM, with minimum 2 years in a senior role.