Job Summary

We are looking for an experienced and customer-focused CRM Manager to manage the complete customer lifecycle and post-sales operations for our real estate projects. The candidate will be responsible for customer relationship management from booking to possession, including documentation, payment follow-ups, collections coordination, registrations, customer queries, complaints, and team management.

Key Responsibilities

- Manage the complete customer lifecycle from booking to possession and handover.
- Handle customer onboarding, welcome calls, and regular customer communication.
- Monitor payment schedules, outstanding payments, demand letters, receipts, and collection follow-ups.
- Coordinate with the Sales, Accounts, Legal, Projects, Registration, and other internal teams.
- Ensure timely completion of customer documentation, agreements, registrations, and possession formalities.
- Handle customer queries, complaints, escalations, and service requests within defined timelines.
- Maintain accurate and updated customer records in the CRM/ERP system.
- Prepare and review daily, weekly, and monthly MIS reports and dashboards.
- Monitor customer satisfaction and implement initiatives to improve customer experience.
- Lead, train, guide, and monitor the performance of the CRM team.
- Ensure compliance with company policies, SOPs, documentation requirements, and applicable RERA requirements.
- Track pending cases and ensure timely closure.




- Conduct regular follow-ups with customers regarding payments, documentation, registration, and possession.
- Escalate critical customer issues to senior management when required.
- Develop and implement CRM processes to improve efficiency and customer retention.

Required Skills

- Strong knowledge of Real Estate CRM and post-sales operations.
- Excellent customer handling and relationship management skills.
- Experience in payment follow-up and collections coordination.
- Knowledge of real estate documentation, registration, and possession processes.
- Strong team management and leadership skills.
- Good communication, negotiation, and problem-solving skills.
- Proficiency in CRM/ERP software and MS Excel.
- Robust MIS, reporting, and data management skills.
- Knowledge of RERA compliance will be preferred.

Qualification & Experience Qualification: Graduate in any discipline; MBA/PGDM preferred.

Experience: 38 years of experience in CRM, preferably in the Real Estate industry.

Preferred: Experience with residential and/or commercial real estate projects.

Key Performance Indicators (KPIs)

- Customer satisfaction and query resolution
- Timely closure of customer complaints
- Collection and outstanding payment follow-up
- Documentation and registration completion
- Possession and handover coordination
- CRM data accuracy
- MIS reporting and pending case closure
- CRM team performance

If Interested Contact : : [email protected]

: +91 99100 82773 [HR Sheenu Gaba]

📌 CRM Manager Real Estate (Delhi)
🏢 Grace Relocations
📍 Delhi