Bhairaav Group, founded in 1972 by Chairman Shri Madan Jain, has grown from its origins in the garment industry into one of Mumbai and Navi Mumbai's most promising real estate developers, known for quality construction and contemporary, world-class amenities.
Role Description The Manager-CRM is a full-time, on-site role based in Mumbai, reporting to the leadership team. The role sits at the center of the customer journey; from agreement and registration through to possession, handover, and post-handover support; and is responsible for the following:
Customer Service
- Assign a dedicated CRM executive to each client for better understanding of customer needs
- Support customers through every stage, from agreement and registration to final possession
- Provide periodic project progress updates to customers as per the approved communication plan
- Generate fresh leads from the existing customer base
- Audit and review the quality of the CRM team's customer communication, identifying errors and areas of improvement
- Ensure strict adherence to the Customer Complaint Management process
- Inspect completed properties ahead of possession and submit observation checklists and rectification points to the project team
- Ensure timely and fully compliant society formation and handover across all project phases
- Review Customer Satisfaction Survey reports and drive corrective and preventive action plans
Customer Communication
- Maintain consistent contact with customers — greetings on special occasions, timely resolution of concerns, and updates on events, exhibitions, and upcoming projects
- Communicate loyalty and referral programs to customers
- Randomly audit customer communication to flag errors and recommend improvements
Payment Collection
- Ensure all payments are received as per the agreed payment plan
- Track PDC cheque due dates and flag the Accounts team for timely deposit
- Ensure timely generation and dispatch of demand letters and reminders
- Prepare daily billing reports
- Issue payment receipts and prepare cheque transmittal notes for the Accounts department
Possession & Handover
- Inspect completed properties ready for possession and share rectification checklists with the project team
- Ensure all customer concerns raised during flat inspection are resolved within the stipulated timeframe
- Audit facility management to confirm amenities and project attributes are maintained until handover to the society
Process Adherence
- Keep the ERP system updated at every stage of the sales and marketing process
- Ensure full adherence to Sales & Marketing SOPs
Team Management
- Guide, coach, and motivate the CRM team to meet or exceed individual and team targets
- Identify training needs and coordinate with HR to address them
- Train the team on corrected processes and corrective/preventive action plans
Qualifications
- Candidates should possess excellent written and oral communication skills, with strong listening ability to manage client relationships effectively.
- Candidates should possess a strong result orientation to drive collections, lead generation, and team targets within defined timeframes.
- Candidates should possess strong networking ability to gather market intelligence and identify prospective clients.
- Candidates should possess a valuable understanding of the construction business and real estate sales lifecycle.
- Candidates should possess team management skills to guide, coach, and train a CRM team.
- Graduate/MBA in Marketing, with 7–10 years of experience in CRM.
- Experience working with ERP systems and structured customer communication processes, within real estate.
- Strong customer-centric mindset with attention to detail and commitment to service quality.