Sr. Manager - CRM (Real Estate )

Senior Manager CRM

Key Responsibilities:

Strategy & Planning

• Design and execute the CRM strategy aligned with marketing and sales objectives.
• Develop end-to-end CRM lifecycle journeysfrom lead acquisition to post-sales and customer retention.
• Ensure seamless integration between CRM, lead management systems (LMS), and sales processes.

Lead Management & Conversion Optimization

• Improve lead qualification, scoring, and distribution mechanisms for faster sales conversion.
• Track and optimize lead touchpoints via email, SMS, WhatsApp, and telecalling automation.
• Identify drop-off points and recommend strategies to reduce leakage in the sales funnel.

CRM & Automation Tools

• Set up marketing automation workflows to trigger timely and personalized communications.
• Ensure CRM data hygiene and proper integration with websites, landing pages, and digital campaigns.

Customer Insights & Reporting

• Analyze buyer behavior, lead source performance, and campaign ROI using CRM dashboards.
• Present actionable insights to marketing, sales, and senior leadership teams to drive decision-making.
• Monitor KPIs like lead response time, engagement rates, customer satisfaction (CSAT), and repeat business.

Post-Sales & Loyalty Programs

• Coordinate with CRM and customer service teams to manage handovers from pre-sales to post-sales.
• Build loyalty/referral programs and engagement plans for repeat or long-term investors/buyers.
• Ensure timely updates and communication on project construction, possession, and legal milestones.

Cross-Functional Collaboration

• Collaborate closely with Sales, Marketing, Customer Care, Legal, and Technology teams.
• Train teams on CRM usage, lead tracking, and customer interaction best practices.

Key Skills & Competencies:

• Proven experience managing CRM in the real estate domain
• Deep understanding of the real estate sales cycle and customer behavior
• Data-oriented with strong reporting and dashboarding skills