: Executive – CRM

Department: Customer Relationship Management

Location: Head Office

Job Summary The Executive – CRM will manage customer relationships and post-sales activities from booking through possession. The role involves validating booking information, maintaining KYC and customer records, preparing sales documentation, coordinating collections, updating CRM and ERP systems, monitoring project progress, and resolving customer concerns.

The position requires close coordination with customers, sales, accounts, legal, banking, and project teams to ensure an accurate, timely, and seamless customer experience.

Key Responsibilities

- Booking and Customer Onboarding

Manage the smooth transition of customer and sales information from the Sales team to CRM.

Verify booking forms, customer details, unit information, pricing, payment plans, and other commercial terms.

Confirm booking details with customers and ensure that all information is accurate and error-free.

Collect, verify, and maintain all required customer KYC documents.

Create and maintain complete physical and digital customer files.

- Post-Sales Documentation

Prepare, issue, and maintain all post-sales documents, including:

Agreement for Sale

Allotment and confirmation letters

Demand letters

Payment receipts

Customer statements and collection records

Other customer-related letters and documents

Coordinate with the Legal, Accounts, and Sales teams to complete agreements and registrations within the stipulated timelines.

Ensure all documentation complies with company policies and applicable regulatory requirements.

- Collections and Payment Follow-ups

Maintain accurate customer collection data on a daily and monthly basis.

Track payment schedules, outstanding amounts, due dates, and overdue payments.

Send timely payment reminders and follow up with customers regarding outstanding dues.

Coordinate with banks and financial institutions to facilitate loan disbursements and customer payments.

Work closely with the Accounts team to reconcile customer accounts, receipts, and outstanding balances.

Support the preparation of collection reports and management updates.

- System and Data Management

Update customer,



booking, collection, and payment information regularly in SFDC and SAP.

Coordinate with the Accounts team to ensure consistency between system records and actual collections.

Maintain accurate, complete, and up-to-date customer data.

Conduct periodic checks to identify and correct data discrepancies.

Ensure the confidentiality and secure handling of customer information and documents.

5.

Project

Progress and Customer Communication

Visit project sites regularly to understand and document construction progress.

Maintain updated records of project milestones and progress.

Proactively communicate project updates, upgrades, payment milestones, and other relevant information to customers.

Ensure that all customer communication is timely, professional, accurate, and properly documented.

Coordinate customer site visits and meetings when required.

6.

Customer

Relationship and Grievance Management

Serve as a primary point of contact for customers during the post-sales journey.

Understand customer concerns and provide timely, practical, and satisfactory solutions.

Escalate complex grievances to the appropriate teams and follow through until closure.

Maintain records of customer queries, complaints, actions taken, and resolution timelines.

Build strong customer relationships to improve satisfaction, retention, and referrals.

Seek customer feedback and identify opportunities to improve the overall customer experience.

7.

Internal

Coordination and Team Support

Coordinate with Sales, Accounts, Legal, Projects, Banking, and other interdependent teams to ensure smooth execution of customer-related processes.

Follow up internally to ensure that customer commitments are fulfilled within agreed timelines.

Support junior team members in drafting professional emails, letters,



and customer communications.

Assist the CRM Manager in preparing reports, presentations, and customer-related MIS.

Perform other CRM and post-sales responsibilities assigned by management.

Educational Qualifications

Bachelor’s degree in Business Administration, Commerce, Marketing, Finance, or a related discipline.

Additional certification in CRM, customer service, or real estate management will be an advantage.

Experience

2–5 years of experience in CRM, customer service, collections, or post-sales operations.

Experience in the real estate industry is strongly preferred.

Working knowledge of property booking, agreements, customer collections, loan disbursements, and post-sales documentation is desirable.

Experience using SFDC, SAP, or similar CRM and ERP platforms will be an advantage.

Required Skills and Competencies

Strong verbal and written communication skills.

High attention to detail and commitment to accuracy.

Customer-focused approach with solid relationship-management skills.

Ability to manage customer grievances calmly and professionally.

Sound knowledge of post-sales documentation and collection processes.

Strong coordination and follow-up abilities.

Good drafting and business correspondence skills.

Proficiency in Microsoft Excel, Word, PowerPoint, SFDC, and SAP.

Ability to prioritize tasks and manage multiple customers and deadlines.

Good analytical, reporting, problem-solving, and record-management skills.

Ability to work independently and collaborate effectively across teams.

Key Performance Indicators

Accuracy and completeness of booking and customer records.

Timely collection and verification of KYC documents.

Turnaround time for agreements, demand letters, receipts, and other documents.

Collection achievement against monthly targets.

Accuracy and timeliness of SFDC and SAP updates.

Customer query and grievance resolution time.

Reduction in documentation and data-entry errors.

Timeliness and quality of customer communication.

Customer satisfaction and number of customer referrals.

Quality and accuracy of daily and monthly MIS reports.

📌 Associate Manager - CRM (Himayatnagar)
🏢 Organo
📍 Himayatnagar