Job Summary

We are looking for an experienced Manager CRM to lead customer relationship and post-sales activities for high-rise residential projects. The candidate will be responsible for managing the CRM team, customer experience, grievance resolution, possession, and handover activities while coordinating with various internal departments.

Key Responsibilities

- Lead and manage the CRM department for high-rise residential projects.
- Manage the complete customer journey from booking to possession and handover.
- Develop and implement effective CRM processes, SOPs, and customer service standards.
- Handle critical customer complaints, escalations, and complex issues.
- Coordinate with Sales, Projects, Finance, Legal, Engineering, and Handover teams for timely resolution of customer concerns.
- Oversee customer communication regarding construction progress, payment schedules, documentation, possession, and handover.
- Monitor and ensure timely closure of customer complaints and service requests.
- Lead possession and handover activities, including snagging, documentation, and customer walkthroughs.
- Monitor customer satisfaction and implement initiatives to improve the overall customer experience.
- Prepare and review CRM MIS, dashboards, ageing reports, complaint reports, and management reports.
- Set team targets, monitor performance, and conduct regular performance reviews.
- Train, mentor,



and develop CRM executives and team members.
- Maintain strong relationships with customers and key stakeholders.
- Identify recurring customer issues and work with management to implement corrective actions.
- Ensure compliance with company policies, project commitments, and applicable regulatory requirements.

Candidate Requirements

- Minimum 5 years of relevant experience, preferably 710 years for a Manager-level role.
- Solid experience in CRM/Customer Relations within the real estate or construction industry.
- High-rise residential project experience is mandatory/preferred.
- Proven experience in managing a CRM team and handling customer escalations.
- Strong understanding of post-sales, collections coordination, possession, handover, and customer grievance management.
- Excellent communication, negotiation, and interpersonal skills.
- Strong leadership, decision-making, and problem-solving abilities.
- Good knowledge of MS Office, Excel, CRM software, and MIS reporting.
- Ability to coordinate effectively with multiple departments and project teams.
- Strong customer-focused approach with excellent ownership and follow-up skills.

Preferred Background

Candidates from reputed real estate developers/construction companies with experience handling CRM operations for large-scale high-rise residential projects will be preferred.

📌 Walk-in || Customer Relationship Management Manager (Hyderabad)
🏢 GHR Lakshmi Urbanblocks Infra
📍 Hyderabad