JOB DESCRIPTION – CRM MANAGERReal Estate IndustryPosition: CRM Manager

Department: Customer Relationship Management

Industry: Real Estate / Property Development

Experience: 6–8 Years

Reports To: Head – CRM / General Manager / Director

Employment Type: Full-Time

1. JOB PURPOSEThe CRM Manager will be responsible for managing the complete customer relationship and post-sales process for real estate projects, from booking confirmation through possession and handover. The role will ensure timely communication, documentation, payment follow-ups, grievance resolution, customer satisfaction and smooth coordination between customers and internal departments.

- 2. KEY RESPONSIBILITIESA. CRM OperationsManage the complete CRM lifecycle from booking to possession and handover.
- Establish and implement CRM policies, SOPs and service standards.
- Ensure accurate customer records and transaction details are maintained.
- Monitor daily CRM activities and pending customer requests.
- Ensure timely communication of project-related updates to customers.
- Maintain proper documentation for bookings, agreements, payments and handovers.
- B. Customer Relationship ManagementAct as the primary point of contact for customers after booking.
- Build and maintain strong relationships with customers.
- Understand customer concerns and provide timely resolutions.
- Handle escalated complaints professionally.
- Conduct regular customer follow-ups throughout the project lifecycle.
- Improve customer satisfaction and retention.
- Maintain a skilled and customer-focused communication process.
- C. Booking & Agreement ProcessCoordinate with Sales and Legal teams for booking documentation.
- Verify booking forms, KYC documents and customer details.
- Coordinate preparation and execution of agreements.
- Ensure agreements are completed within defined timelines.
- Maintain records of booking amendments, cancellations and transfers.
- Coordinate with Finance and Legal for documentation-related issues.
- D. Payment & Collection CoordinationMonitor customer payment schedules and outstanding amounts.
- Generate and share payment reminders with customers.
- Coordinate with Finance/Accounts regarding receipts and outstanding balances.
- Follow up on delayed payments.




- Maintain accurate customer payment records.
- Prepare collection reports and ageing reports.
- Escalate high-value or long-pending outstanding accounts to management.
- Coordinate payment-related queries and reconciliation with Finance.
- E. Possession & HandoverPlan and coordinate the complete possession process.
- Ensure customers receive timely possession-related communication.
- Coordinate with Projects, Construction, Legal, Finance and Maintenance teams.
- Schedule customer inspections and property visits.
- Record and track snag/defect observations raised by customers.
- Ensure rectification is completed within agreed timelines.
- Coordinate final documentation, payment clearance and handover.
- Maintain complete possession and handover records.
- F. Customer Complaints & Grievance ManagementEstablish a structured complaint management system.
- Register, categorize and prioritize customer complaints.
- Ensure complaints are assigned to the appropriate department.
- Track complaints until closure.
- Monitor turnaround time (TAT) for each complaint.
- Escalate unresolved complaints to senior management.
- Analyze recurring complaints and recommend preventive measures.
- Maintain customer grievance and resolution reports.

G. Coordination with Internal DepartmentsCoordinate closely with:

- Sales & Marketing
- Finance & Accounts
- Legal
- Projects & Construction
- Engineering
- Maintenance
- Registration Team
- Documentation Team
- Security
- Facility Management

Ensure customers receive accurate and consistent information from all departments.

- H. Registration & Legal CoordinationCoordinate with Legal and Registration teams for property registration.
- Schedule registration appointments with customers.
- Ensure required customer documents are collected.
- Coordinate registration-related payments and documentation.




- Track registration status until completion.
- Resolve documentation gaps in coordination with Legal.
- Maintain registration records and reports.
- I. CRM Software & MISEnsure complete and accurate customer data is maintained in CRM software.
- Monitor lead-to-booking and post-sales customer information.
- Track customer interactions, complaints, payments and commitments.
- Generate CRM MIS reports for management.
- Monitor pending activities and ageing.
- Ensure timely updating of CRM records by the team.
- Identify opportunities to automate repetitive CRM processes.
- J. Team ManagementLead and manage the CRM team.
- Allocate customers and responsibilities among CRM executives.
- Set individual and team performance targets.
- Monitor daily productivity and customer response time.
- Conduct regular team meetings and performance reviews.
- Train team members on CRM processes, communication and documentation.
- Develop a customer-service-oriented culture.
- Manage team escalations and workload effectively.
- K. Customer CommunicationPrepare professional communication for customers regarding:
- Payment reminders
- Project updates
- Construction progress
- Agreement execution
- Registration
- Possession
- Handover
- Maintenance
- Customer meetings
- Ensure all customer communications are accurate and approved.
- Maintain proper communication records.
- L. Customer Satisfaction & ExperienceMonitor customer satisfaction throughout the property-buying journey.
- Conduct customer feedback surveys.
- Analyze customer feedback and identify improvement areas.
- Develop initiatives to improve customer experience.
- Track NPS/CSAT or other customer satisfaction metrics where applicable.
- Encourage positive customer relationships and referrals.

M. Reporting & Management MISPrepare and submit regular reports covering:

- Total bookings
- Active customers
- Customer payment status
- Outstanding/ageing payments
- Agreement status
- Registration status
- Possession status
- Handover status
- Open complaints
- Closed complaints
- Complaint ageing
- TAT performance
- Customer satisfaction
- Cancellation requests
- Customer escalations
- Team productivity

📌 CRM Manager (Hyderabad)
🏢 SuchirIndia
📍 Hyderabad