Site CRM - Real Estate

ob Title: Site CRM Executive / Manager – Real Estate

Location: Project Site
Department: Customer Relationship Management (CRM)
Reporting To: CRM Head / Project Head

Job Summary:

The Site CRM professional will be responsible for managing end-to-end customer relationships at the project site, with a key focus on customer coordination, customization requests, and post-sales service. The role ensures seamless communication between customers, site execution teams, and internal departments to deliver a superior home-buying experience.

Key Roles & Responsibilities:Customer Handling & Relationship Management

• Act as the single point of contact for customers post-booking at the project site.
• Build and maintain strong, long-term relationships with customers.
• Handle customer queries, concerns, and escalations professionally and within defined TAT.
• Conduct regular customer meetings, site visits, and handholding throughout the construction cycle.

Customization Management

• Collect, document, and evaluate customer customization requests (layout changes, electrical, plumbing, interiors, etc.).
• Coordinate with design, engineering, and construction teams for feasibility, approvals, and cost implications.
• Prepare customization approval documents, cost estimates, and timelines for customer sign-off.
• Track execution of approved customizations and ensure completion as per agreed specifications.

Internal Coordination

• Liaise with Site Engineers, Architects, Contractors, and Project Managers to ensure smooth execution of customization works.
• Coordinate with Sales, Accounts, Legal, and Registration teams for documentation, agreements, and payment milestones.
• Ensure all customer communications and approvals are properly recorded and updated in CRM systems.

Documentation & Compliance

• Maintain accurate records of customer communications, customization approvals, and change orders.
• Ensure adherence to RERA guidelines, company policies, and contractual terms.
• Support agreement execution, demand letters, possession letters, and handover documentation.

Billing, Handover & Post-Sales Support

• Coordinate with accounts for milestone-based billing and payment follow-ups.
• Assist in snag list preparation, rectification coordination, and final handover.
• Support registration, possession, and post-handover customer service requests.

Customer Experience & Reporting

• Ensure high levels of customer satisfaction and positive project feedback.
• Prepare periodic CRM reports on customer issues, customization status, and escalations.
• Support customer events, meetings, and possession-related activities at site.

Key Skills & Competencies:

• Strong customer handling and communication skills
• In-depth understanding of real estate construction processes
• Experience in managing customer customizations
• Coordination and stakeholder management skills
• Documentation and reporting accuracy
• Problem-solving and conflict resolution abilities
• Proficiency in CRM software and MS Office

Qualifications:

• Graduate /Diploma (Any discipline)
• Preferred background in Real Estate, Civil, Architecture, or Customer Service

Experience:

• 1-3 years of experience in Site CRM / Customer Relations in Real Estate
• Proven experience handling customer customization and site coordination

Job Type: Full-time

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person