We are looking for a customer-focused CRM manager to own the post-sales customer relationship from booking through possession and beyond. This role blends transactional CRM work (documentation, collections, possession) with a genuine customer success mandate: keeping customers engaged, satisfied, and confident in their purchase, resolving issues proactively, and turning happy customers into referrals and repeat buyers. You'll be the primary relationship owner for booked customers, working closely with sales, finance, and legal teams to deliver a smooth, trustworthy ownership experience.
Key Responsibilities
Customer Relationship Management
Manage the complete post-sales customer lifecycle from booking to possession
Prepare, verify, and maintain sale agreements, allotment letters, and other legal/booking documentation
Track payment schedules and follow up with customers for timely collections and demand letter dispatch
Coordinate with finance and legal teams to resolve documentation or payment discrepancies
Maintain accurate and updated customer records in the CRM system
Coordinate site/unit possession handovers, including documentation and NOC processes
Liaise with banks/financial institutions for home loan disbursement and related documentation
Ensure compliance with RERA and other applicable regulatory documentation requirements
Customer Success
Act as the primary point of contact and trusted advisor for customers throughout their ownership journey
Proactively reach out with project/construction progress updates rather than waiting for customers to ask
Own end-to-end resolution of customer queries, complaints, and escalations, ensuring timely closure
Monitor and improve customer satisfaction (CSAT) scores and track recurring pain points
Identify at-risk or dissatisfied customers early and drive resolution to prevent churn or disputes
Build long-term relationships that generate referrals, repeat business, and positive