Role & responsibilities

We are seeking an experienced Customer Relationship Manager & Sr. Executive Crm with 8-15 years of experience in the real estate industry to manage the end-to-end customer lifecycle from booking to possession and post-possession services. The ideal candidate will be responsible for ensuring exceptional customer experience, driving customer satisfaction, managing escalations, coordinating with internal departments, and leading CRM operations to strengthen customer relationships and brand loyalty.

- Manage the complete customer journey from booking, agreement execution, payment collections, registration, possession, and post-possession support.
- Ensure seamless customer onboarding and handover processes.
- Maintain high levels of customer satisfaction throughout the project lifecycle.
- Build and maintain strong relationships with customers.
- Address customer queries, concerns, and service requests in a timely and professional manner.
- Act as the primary point of contact for customers regarding project-related updates and services.
- Conduct regular customer engagement activities and feedback sessions.
- Handle customer complaints and escalations effectively.
- Coordinate with Sales, Projects, Legal, Finance, and Facility Management teams to resolve issues.
- Ensure closure of complaints within defined timelines.
- Prepare escalation reports and recommend corrective actions.
- Monitor customer payment schedules and coordinate with the finance team for collections.
- Ensure timely issuance of demand letters and payment reminders.
- Oversee customer documentation, agreements, registrations, and possession-related formalities.




- Ensure compliance with company policies and statutory requirements.
- Plan and manage possession activities.
- Coordinate final inspections, snag resolution, and handover documentation.
- Ensure smooth possession experience for customers.
- Lead and mentor the CRM team.
- Allocate responsibilities, monitor performance, and provide coaching.
- Conduct training programs to improve customer service standards.
- Establish KPIs and monitor team productivity.
- Prepare and present CRM dashboards, customer satisfaction reports, collection reports, and escalation summaries.
- Analyse customer feedback and identify areas for service improvement.
- Track customer service metrics and recommend process enhancements
- Develop and implement customer service SOPs and best practices.
- Drive automation and CRM system utilization for improved customer experience.
- Collaborate with management to enhance customer retention and referral opportunities.
- Ensure adherence to applicable real estate regulations and customer communication guidelines.
- Maintain accurate customer records and documentation.
- Support audits and compliance reviews as required.
- Strong customer relationship and stakeholder management skills.
- Excellent communication, negotiation, and interpersonal skills.
- Robust problem-solving and conflict resolution abilities.
- Team leadership and people management experience.
- Knowledge of customer service processes and CRM best practices.
- Strong analytical and reporting skills.
- Ability to manage multiple projects and customer portfolios simultaneously.
- High level of professionalism and customer-centric approach.

📌 Customer Relationship Manager / Sr.Executive CRM (Noida)
🏢 Civitech Developers
📍 Noida