Key Responsibilities
- Lead and manage the overall CRM and post-sales function across real estate projects.
- Manage the complete customer lifecycle from booking to possession and handover.
- Ensure timely completion of booking documentation, agreements, demand letters, payment schedules, possession documentation, and other customer-related processes.
- Drive customer collections and outstanding payment follow-ups in coordination with Sales, Accounts, Finance, and Legal teams.
- Monitor project-wise receivables, overdue payments, collection targets, and customer commitments.
- Develop strategies to improve collection efficiency and minimize outstanding receivables.
- Handle customer queries, escalations, grievances, cancellations, transfer cases, and other post-sales matters.
- Build strong customer relationships and ensure a high level of customer satisfaction throughout the ownership journey.
- Coordinate with Sales, Finance, Accounts, Legal, Projects, Construction, and Facility Management teams to ensure smooth customer servicing.
- Manage possession planning,



customer communication, documentation, snagging coordination, and final handover.
- Ensure accurate customer data and documentation are maintained in the CRM/ERP system.
- Establish and monitor CRM processes, SOPs, TATs, MIS, and service standards.
- Prepare and review management reports covering collections, outstanding amounts, ageing, possession status, customer escalations, cancellations, and other key CRM metrics.
- Lead, mentor, and monitor the CRM team and establish individual and departmental performance targets.
- Ensure adherence to company policies and applicable RERA and real-estate-related compliance requirements.
- Identify opportunities to improve customer experience, processes, communication, and overall CRM effectiveness.
- 8-15 years of experience in CRM/Post-Sales, exclusively within the Real Estate industry.:
- Solid experience in customer relationship management, collections, documenta

📌 CRM Head (Lucknow)
🏢 Ganpati Infrastructure Development Co.
📍 Lucknow