5 Years

Bangalore

Full-Time

– Regional Manager / Senior Manager – CRM Operations (South Region)

Role Purpose

We are looking for an experienced and dynamic CRM Operations professional to manage multiple real estate projects across the South region. The role will be responsible for driving the complete customer lifecycle from booking to possession, ensuring strong collections, operational excellence, revenue growth, client satisfaction, and effective stakeholder management.

The incumbent will manage multiple mandates and lead a team of 20+ professionals while working closely with developers, internal leadership, sales teams, finance, and other stakeholders.

Key Responsibilities

1. End-to-End CRM & Post-Sales Operations

Manage the complete customer lifecycle from booking to possession across multiple projects. Oversee documentation, agreement execution, demand management, payment tracking, loan coordination, registration, handover, and possession processes.

Ensure adherence to defined CRM processes, SOPs, timelines, and customer service standards.

Identify operational gaps and implement process improvements to enhance efficiency and customer experience.

1. Collections & Revenue Generation

Drive project collections and ensure achievement of monthly and quarterly collection targets. Monitor customer outstanding payments, ageing, receivables, and collection efficiency.

Develop and implement strategies to improve collections, reduce ageing, and resolve payment-related bottlenecks.

Identify opportunities to generate additional revenue through existing and current mandates.

Work closely with developers and internal teams to ensure timely realization of revenue.

1. Billing & Developer Collections

Ensure accurate and timely billing for all mandates and services. Track invoices, outstanding payments, ageing, and collections from developers.

Conduct regular follow-ups with developer finance and leadership teams for timely payment realization.

Maintain strong controls around billing documentation, revenue recognition, and payment reconciliation.

Escalate overdue payments and commercial issues in a timely manner.

1. Team Leadership & Performance Management

Lead, mentor,



and manage a team of 20+ CRM and operations professionals across multiple projects. Set clear KRAs, collection targets, productivity metrics, and performance expectations.

Conduct regular performance reviews and provide coaching and development support.

Ensure optimum manpower deployment across projects based on business requirements.

Build a high-performance, accountable, and customer-centric team culture.

1. Stakeholder & Client Management

Conduct weekly reviews with internal leadership and external developer stakeholders. Present project performance covering collections, registrations, ageing, customer escalations, revenue, billing, and key operational metrics.

Build strong relationships with developer leadership, CRM teams, finance teams, and other external stakeholders.

Act as the primary escalation point for critical operational and commercial matters.

1. Escalation Management

Manage complex customer, developer, and operational escalations. Ensure timely resolution of critical issues with appropriate stakeholder coordination.

Establish structured escalation mechanisms and monitor closure within defined timelines.

Proactively identify potential risks and implement preventive action plans.

1. New Client & Project Onboarding

Lead the onboarding of new clients and projects in the South region. Understand developer requirements and translate them into effective operating models and SOPs.

Plan manpower deployment, technology requirements, reporting structures, and transition plans.

Ensure smooth project go-live and stabilization during the initial phase.

Support business development teams during client discussions, presentations, and mandate transitions wherever required.

1. MIS, Governance & Reviews

Drive robust weekly and monthly MIS reporting across all managed projects.



Monitor key business metrics including collections, ageing, registrations, possession, revenue, billing, manpower productivity, and customer escalations.

Conduct structured internal and external business reviews.

Ensure compliance with organizational policies, client commitments, and operational governance standards.

Key Performance Indicators (KPIs)

Collection target achievement

Reduction in customer and developer ageing

Revenue growth and profitability of managed mandates

Timely billing and developer collections

Customer lifecycle turnaround times

Registration and possession efficiency

Team productivity and performance

Escalation closure timelines

Client satisfaction and mandate retention

Successful onboarding and stabilization of new projects

Candidate Profile

7–12 years of experience in CRM, post-sales, collections, or operations within the real estate industry.

Experience managing multiple projects or mandates simultaneously.

Proven experience in managing teams of 20+ members.

Strong understanding of the real estate customer lifecycle from booking to possession.

Demonstrated track record in collections, revenue management, billing, and receivables.

Strong client and stakeholder management capabilities.

Excellent escalation management and problem-solving skills.

Ability to work in a fast-paced, target-driven, and multi-project environment.

Strong analytical, MIS, presentation, and communication skills.

Preferred Qualifications

MBA / Postgraduate qualification in Business Management, Operations, or Finance preferred.

Prior experience working with real estate developers, property consultants, or outsourced CRM/post-sales service providers will be an advantage.

Key Competencies

Leadership and people management

Commercial acumen

Client relationship management

Collection and revenue orientation

Operational excellence

Strategic problem-solving

Stakeholder management

Ownership and accountability

Strong communication and presentation skills

Ability to manage multiple priorities and projects

Location: South Region

Role Level: Mid-Level Management

Reporting To: Regional Head / Business Head

📌 Manager (Bengaluru)
🏢 ANAROCK Property Consultants
📍 Bengaluru