Job Description - CRM Manager

Position-CRM Manager (Real Estate)

Department-Customer Relationship Management (CRM)

Reporting To-Management

Location-Tathawade, Pune

Employment Type-Full time

Job SummaryThe CRM Manager is responsible for leading the Customer Relationship Management (CRM) function and ensuring a seamless customer experience from booking to possession and post-possession support. The role involves overseeing customer communications, documentation, payment collections, registrations, possession activities, complaint resolution, and cross-functional coordination while maintaining the highest standards of customer satisfaction and operational efficiency.

Key Responsibilities:
Customer Relationship Management
- Act as the primary point of contact for customers from booking until possession and post-possession support.
- Build and maintain strong customer relationships throughout the customer lifecycle.
- Ensure timely resolution of customer queries, requests, and complaints.
- Maintain proactive communication with customers regarding project progress,



payment schedules, registrations, possession timelines, and company updates.

Team Management
- Lead, mentor, and supervise the CRM team.
- Allocate responsibilities, monitor performance, and ensure adherence to timelines.
- Establish and implement CRM processes, SOPs, and service standards.
- Conduct regular performance reviews and training sessions to improve team effectiveness.

Documentation & Compliance
- Oversee the execution of Agreements for Sale, registrations, stamp duty, and all statutory documentation.
- Ensure collection, verification, and maintenance of customer KYC and related documents.
- Ensure compliance with RERA and other applicable statutory requirements.
- Maintain accurate customer records within the CRM/ERP system.

Payment & Collections
- Monitor customer payment schedules and collection targets.
- Ensure timely issuance of demand letters, receipts, and customer account statemen

📌 CRM Manager (Pune)
🏢 Mirchandani Group
📍 Pune