Job Description: Assistant Manager – CRM (Real Estate)

Position: Assistant Manager – Customer Relationship Management (CRM)
Department: Sales & CRM
Reporting To: CRM Manager / General Manager – Sales & CRM
Location: Corporate Office / Project Site

Job Summary

The Assistant Manager – CRM is responsible for managing customer relationships from booking to possession and post-handover support. The role ensures seamless customer communication, timely documentation, payment follow-ups, coordination with internal departments, and resolution of customer queries to deliver an excellent customer experience while maintaining compliance with company policies.

Key Responsibilities

Customer Relationship Management

- Manage customer interactions from booking through possession and post-possession.
- Serve as the primary point of contact for customers.
- Maintain high levels of customer satisfaction through timely communication and issue resolution.
- Ensure a positive customer experience throughout the customer lifecycle.

Customer Communication

- Coordinate welcome calls and customer onboarding.
- Share payment reminders, construction updates, demand letters, possession schedules, and other key communications.
- Handle customer enquiries via phone, email, WhatsApp, and in person.
- Conduct customer meetings when required.

Documentation & Agreement Management

- Verify booking documents and KYC records.
- Coordinate execution of Agreements to Sell, Sale Deeds, and other legal documents.
- Maintain accurate customer files and digital records.
- Ensure documentation complies with statutory and company requirements.

Payment & Collections

- Monitor customer payment schedules.
- Coordinate with the Finance team regarding outstanding dues.
- Follow up on overdue payments professionally.




- Maintain collection MIS and ageing reports.

Possession & Handover

- Coordinate pre-possession inspections.
- Schedule possession dates with customers.
- Ensure completion of documentation before handover.
- Coordinate with Projects, Facilities, and Finance for smooth possession.

Complaint Management

- Register, track, and resolve customer complaints within defined timelines.
- Coordinate with Engineering, Projects, Legal, Finance, and Sales teams.
- Escalate unresolved issues appropriately.
- Maintain complaint resolution records and turnaround times.

CRM System & MIS

- Maintain accurate customer data in the CRM software.
- Generate daily, weekly, and monthly MIS reports.
- Track customer communication history.
- Monitor CRM performance metrics.

Cross-Functional Coordination

- Work closely with:
- Sales Team
- Finance
- Legal
- Projects
- Engineering
- Facilities Management
- Marketing

Customer Engagement

- Organise customer engagement activities and events.
- Conduct customer satisfaction surveys.
- Gather feedback for process improvement.
- Build long-term customer relationships and referrals.

Qualifications

- Bachelor's degree in Business Administration, Commerce, Marketing, or a related field.
- MBA (Marketing/Operations) is preferred.

Experience

- 10-12 years of experience in CRM within the real estate industry.
- Experience handling residential, commercial, or mixed-use projects.
- Strong understanding of customer lifecycle management in real estate.

Technical Skills

- CRM Software (Salesforce, Lead Squared, or equivalent)
- MS Excel (Advanced)
- MS Office Suite
- ERP/CRM Systems
- MIS Reporting
- Documentation Management
- Customer Service Processes
- Collection Management

Pay: ₹15,000.00 - ₹40,000.00 per month

Work Location: In person

📌 Assistant Manager - CRM (Real Estate) (Bareilly)
🏢 Oneoak Realcon Private
📍 Bareilly