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 solid 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 (India)
🏢 Mirchandani Group
📍 India