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 Summary The 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 robust 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

📌 CRM Manager (Pune)
🏢 Mirchandani Group
📍 Pune