Job Title: CRM Executive / CRM Manager (Post-Sales)
Department: Customer Relationship Management (CRM) Industry: Real Estate
Job Purpose
To manage and nurture customer relationships throughout the post-sales lifecycle, ensuring seamless execution of collections, documentation, and handover processes while enhancing customer satisfaction and retention.
Key Responsibilities
1. Customer Management
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Manage customers from post-sales stage until possession/handover
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Address customer queries, complaints, and escalations effectively
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Build and maintain strong, professional customer relationships
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Ensure high levels of customer satisfaction and engagement
2. Collections & Follow-ups
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Follow up with customers for payments as per the demand schedule
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Track outstanding dues and ensure timely collections
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Coordinate with Accounts and Sales teams for payment updates
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Maintain accurate collection records
3. Documentation & Compliance
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Manage and track all customer-related documentation, including:
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Application Forms
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Allotment Letters
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Agreement for Sale
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Demand Notices
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NOC and bank-related documents
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Ensure accuracy, completeness, and timely processing of all documents
4. CRM Operations
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Update and maintain customer data in ERP/CRM systems
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Track complete customer lifecycle from booking to handover
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Ensure proper documentation and data management across all touchpoints
5. Post-Sales Activities
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Drive all post-sales activities until final possession
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Coordinate with internal departments (Sales, Accounts, Legal, Projects)
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Ensure timely completion of all customer-related processes
6. Reporting & MIS
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Prepare and maintain MIS reports on:
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Collections
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Bookings and cancellations
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Customer status and progress
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Support CRM and Sales teams with data for budgeting and planning
Strategic Responsibilities
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Monitor and improve overall customer experience
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Work towards maximizing customer lifetime value
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Ensure timely and error-free sales documentation processes
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Identify gaps in processes and recommend improvements
Key Skills & Competencies
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Solid customer relationship management skills
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Excellent communication and follow-up abilities
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Knowledge of real estate processes and documentation
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Proficiency in ERP/CRM systems (SAP preferred)
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Strong coordination and problem-solving skills
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Attention to detail and process-oriented approach
Qualification & Experience
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Graduate/Postgraduate in any discipline
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2–6 years of experience in CRM/Post-Sales (Real Estate preferred)