Job Description CRM Head

Position: CRM Head – Real Estate

Experience: 7+ Years (Real Estate Industry Mandatory)

Department: Customer Relationship Management

Location: Odisha

Reports To: project head

Role Overview

We are seeking an experienced and customer-focused CRM Head to lead the Customer Relationship Management function for our real estate projects. The ideal candidate will be responsible for ensuring an exceptional customer journey from booking to possession, managing collections, documentation, customer communication, and post-sales service while maintaining the highest standards of customer satisfaction.

Key Responsibilities

- Customer Relationship Management
- Lead the CRM team and manage the complete post-sales customer lifecycle.
- Ensure seamless customer engagement from booking, agreement execution, payment follow-ups, construction updates, possession, and handover.
- Build and maintain strong relationships with customers to enhance satisfaction and brand loyalty.
- Resolve customer concerns and escalations promptly and professionally.

Collections & Documentation

- Monitor customer payment schedules and coordinate timely collections.
- Ensure accurate execution of booking forms, agreements, demand letters, receipts, and possession documentation.
- Coordinate with finance, legal, and sales teams to ensure compliance and timely documentation.
- Track outstanding receivables and implement strategies to improve collection efficiency.

Process & Operations

- Develop and implement CRM SOPs to improve operational efficiency.
- Maintain accurate customer records and reports through CRM software.
- Coordinate with project, engineering, legal, finance, and sales departments to ensure smooth customer servicing.




- Ensure compliance with RERA and all statutory requirements related to customer communication and documentation.

Team Leadership

- Recruit, train, mentor, and lead the CRM team.
- Establish KPIs and monitor team performance through regular reviews.
- Foster a customer-centric culture focused on service excellence and continuous improvement.

Desired Qualifications

- Bachelor's degree in Business Administration, Management, or a related field.
- MBA or relevant postgraduate qualification preferred.
- Minimum 7 years of experience in CRM within the real estate industry, with at least 3 years in a leadership role.
- Strong understanding of customer lifecycle management, collections, documentation, possession, and RERA compliance.

Key Skills

- Customer Relationship Management
- Real Estate CRM Operations
- Collections Management
- Customer Service Excellence
- Documentation & Compliance
- RERA Knowledge
- Team Leadership
- Process Improvement & SOP Development
- Conflict Resolution
- CRM Software & MIS Reporting
- Communication & Stakeholder Management

Key Performance Indicators (KPIs)

- Customer satisfaction and retention scores.
- Timely collection of customer payments.
- Reduction in outstanding receivables.
- Turnaround time for customer requests and issue resolution.
- Accuracy and timeliness of documentation.
- On-time possession and handover coordination.
- CRM team productivity and service quality.

Preferred Candidate Profile

- Strong leadership and organisational skills.
- Excellent communication, negotiation, and interpersonal abilities.
- Detail-oriented with a customer-first mind set.
- Ability to manage multiple stakeholders and work in a fast-paced real estate setting.
- Proven ability to establish efficient CRM systems and deliver an outstanding customer experience.

📌 Head CRM (Cuttack)
🏢 Sri Sumeru Realty
📍 Cuttack