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.

Candidate Profile
- 8–15 years of experience in CRM/Post-Sales, exclusively within the Real Estate industry.
- Candidates without relevant Real Estate industry experience will not be considered.
- Robust experience in customer relationship management, collections, documentation, possession, and handover.
- Experience handling multiple residential and/or commercial real estate projects will be preferred.
- Strong understanding of the complete real estate customer lifecycle.
- Good knowledge of RERA processes and real estate documentation.
- Proven experience in leading and managing a CRM team.
- Strong customer escalation and conflict-resolution skills.
- Excellent communication, interpersonal, negotiation, and leadership skills.
- Strong analytical ability with good command over MIS, Excel, CRM/ERP systems, and collection tracking.
- Ability to coordinate effectively with senior management and multiple internal departments.

Educational Qualification Graduate/Postgraduate in Business Administration, Management, Commerce, Marketing, or a related discipline. MBA/PGDM will be preferred.

Pay: ₹32,069.93 - ₹65,000.00 per month

Work Location: In person

📌 CRM Head (Lucknow)
🏢 ganpati infrastructure development
📍 Lucknow