Key Responsibilities
Lead and manage the overall CRM operations across residential real estate projects.
Develop and implement effective CRM strategies to enhance customer satisfaction and experience.
Oversee the complete post-sales customer journey, including booking, documentation, agreement, payment follow-up, registration, handover, and possession.
Manage customer queries, complaints, escalations, and ensure timely resolution.
Establish and monitor CRM processes, SOPs, SLAs, and performance standards.
Coordinate effectively with Sales, Accounts, Legal, Projects, Construction, and Handover teams.
Monitor collections and coordinate with customers regarding outstanding payments and documentation.
Ensure accurate maintenance of customer records and CRM databases.
Analyze customer feedback and identify opportunities to improve service quality.
Prepare and present MIS reports, customer analytics, escalation reports, and team performance reports to management.
Lead, mentor, and motivate the CRM team to achieve service and operational goals.
Ensure compliance with company policies,



RERA requirements, and applicable real estate regulations.
Drive initiatives to improve customer retention, referrals, and overall customer experience.

Requirements
Requirements
10–15 years of experience in CRM/Customer Relations, preferably within the Real Estate industry.
Strong experience in handling CRM operations for residential projects, villas, apartments, or plotted developments.
Proven experience in managing a large CRM team and multiple projects.
Strong knowledge of post-sales processes, registration, documentation, collections, handover, and possession.
Excellent communication, interpersonal, negotiation, and problem-solving skills.
Solid leadership and team management capabilities.
Good knowledge of CRM software,Zoho CRM, Sales force, MS Excel, MIS reporting, and customer data management.
Ability to handle high-value customers and complex escalations professionally.
Strong analy

📌 CRM Head (Chennai)
🏢 Adityaram Properties Private
📍 Chennai