1. Job Purpose

The CRM Head will be responsible for managing the complete post-sales customer relationship function, ensuring smooth coordination from booking through agreement, payment collection, documentation, registration, possession, and post-sales support.

The role will have robust ownership of CRM team management, customer payment collections, legal documentation, customer grievance handling, and coordination with Sales, Accounts, Legal, Projects, and Registration teams.

2. Key ResponsibilitiesA. Team Handling & Leadership

- Lead, manage, and monitor the CRM team and ensure effective performance.
- Allocate customers and responsibilities among CRM executives.
- Set individual and team targets for collections, documentation, customer service, and query resolution.
- Conduct regular team meetings and review daily/weekly performance.
- Train and guide CRM executives on customer handling, payment follow-up, documentation, and company processes.
- Monitor team productivity and take corrective action wherever required.
- Maintain discipline, accountability, and service standards within the CRM department.

B. Customer Relationship Management

- Manage the complete customer lifecycle from booking to possession and post-handover.
- Act as the escalation point for important customer queries and complaints.
- Maintain strong and professional relationships with customers.
- Ensure timely communication regarding payment schedules, agreements, registration, project updates, and possession.
- Handle difficult customer situations and resolve issues through proper coordination with concerned departments.
- Ensure all customer commitments are properly recorded and followed up.

C. Payment Collection & Receivables

- Take overall responsibility for customer payment follow-ups and collections.
- Monitor project-wise, customer-wise, and unit-wise outstanding payments.




- Track payment schedules as per the Sale Agreement / payment plan.
- Ensure timely follow-up for advance, milestone, registration, and final payments.
- Prepare and monitor daily, weekly, and monthly collection reports.
- Coordinate with Accounts/Finance for payment confirmation and customer ledger reconciliation.
- Follow up on overdue payments and delayed instalments.
- Handle payment-related customer queries and disputes.
- Escalate long-pending and high-value outstanding cases to Management / Legal.
- Ensure outstanding dues are cleared before registration and possession wherever applicable.

D. Legal & Customer Documentation

- Prepare, coordinate, and send customer-related legal and transaction documents.
- Ensure timely preparation and dispatch of:
- Allotment Letters
- Demand Letters
- Sale Agreements
- Construction Agreements
- Allocation / Confirmation Documents
- NOCs
- Payment Statements
- Registration-related Documents
- Possession / Handover Documents
- Other customer correspondence and legal documents
- Coordinate with the Legal team for document preparation, verification, corrections, and approvals.
- Maintain proper records of documents sent to customers and documents received from customers.
- Follow up for execution and return of signed agreements and other required documents.
- Ensure documentation is complete before registration and possession processes.

E. Registration & Possession Coordination

- Coordinate with customers, Legal, Accounts,



Registration, and Project teams for property registration.
- Ensure all required documents and payments are completed before registration.
- Coordinate registration schedules and customer requirements.
- Track pending registration cases and ensure timely closure.
- Coordinate with Projects/Facility teams for possession and handover.
- Ensure final dues and documentation are completed before possession.

F. Coordination with Internal Departments

- Coordinate closely with:
- Sales
- Accounts / Finance
- Legal
- Projects / Construction
- Marketing
- Registration
- Facility / Maintenance
- Ensure customer-related issues are communicated to the concerned department and closed within the required timeline.
- Maintain proper coordination between Sales commitments and post-sales execution.

G. MIS & Reporting

- Prepare and submit CRM MIS reports to Management.
- Prepare reports on:
- Customer Booking Status
- Payment Collection Status
- Outstanding / Overdue Payments
- Documentation Status
- Agreement Status
- Registration Status
- Possession Status
- Customer Complaints
- Pending Customer Requests
- Team Performance
- Review collection and documentation reports with the Management on a regular basis.
- Identify delays and take corrective action for timely closure.

H. Process & Compliance

- Develop and implement CRM processes and SOPs.
- Ensure proper maintenance of customer records in CRM/ERP systems.
- Ensure accuracy of customer data, payment information, and documentation.
- Maintain confidentiality of customer and company information.
- Ensure CRM activities follow company policies and applicable real-estate documentation and regulatory requirements.

Pay: ₹45,000.00 - ₹60,000.00 per month

Benefits:

- Paid time off

Work Location: In person

📌 CRM Head ( Real Estate) 10-12 years (India)
🏢 Stepsstone Promoters
📍 India