CRM EXECUTIVE / MANAGER – REAL ESTATE

Company: 360 Realtors LLP
Location: Gurgaon / Gurugram
Department: CRM / Customer Relationship Management
Salary: ₹30,000 – ₹60,000 per month
Employment Type: Full-Time

Job Summary

360 Realtors LLP is looking for an experienced and customer-focused CRM professional to manage the complete customer relationship process from booking to possession and post-sales support.

The candidate will be responsible for maintaining strong customer relationships, coordinating with sales and internal departments, ensuring timely communication, resolving customer concerns and maintaining accurate CRM records.

Key Responsibilities

- Manage the complete customer relationship process after booking.
- Maintain regular communication with customers regarding booking, documentation, payments, agreements, possession and other updates.
- Handle customer queries, complaints and requests and ensure timely resolution.
- Coordinate with Sales, Accounts, Legal, Documentation, Projects and Management teams for customer-related matters.
- Maintain accurate customer records, booking details, payment status and communication history in the CRM system.
- Ensure timely follow-up with customers regarding pending documents, payments and other requirements.
- Share project updates, payment schedules, construction updates and possession-related information with customers.
- Coordinate with the sales team for smooth handover of customers after booking.
- Monitor customer issues and ensure proper closure within defined timelines.




- Conduct regular follow-ups with existing customers to maintain strong relationships and improve customer satisfaction.
- Prepare and maintain daily, weekly and monthly CRM reports.
- Track pending cases, customer complaints, documentation, payment-related issues and other open matters.
- Maintain proper records of customer interactions, commitments and resolutions.
- Assist in organizing customer meetings, site visits, events and possession-related activities.
- Identify opportunities for referrals, repeat business and additional property investments.
- Ensure timely updating of all customer information and activities in the CRM/HRMS or relevant software.
- Monitor customer satisfaction and share recurring issues or feedback with management.
- Maintain professional communication with customers through calls, emails and WhatsApp as required.
- Ensure all customer commitments are properly recorded and followed up until closure.

Team & Management Responsibilities

For Manager-level candidates:

- Manage and supervise the CRM team.
- Allocate customers and cases among CRM executives.
- Monitor team performance, follow-ups and resolution timelines.
- Conduct regular team meetings and performance reviews.
- Establish CRM processes and ensure proper SOP compliance.




- Track team KPIs including customer satisfaction, complaint resolution, response time and pending cases.
- Prepare MIS and performance reports for senior management.
- Train CRM team members on customer handling, communication and CRM processes.

Required Skills

- Excellent communication and customer-handling skills.
- Strong follow-up and coordination abilities.
- Good problem-solving and conflict-resolution skills.
- Strong knowledge of CRM processes and customer lifecycle management.
- Good understanding of real estate sales and post-sales processes.
- Proficiency in CRM software, MS Excel and MS Office.
- Strong reporting and MIS skills.
- Ability to coordinate with multiple departments.
- Professional and customer-focused approach.

Experience & Qualification

Experience: 3–8 years in CRM / Customer Relationship Management, preferably in Real Estate.

Qualification: Graduate preferred.

Candidates with experience in Real Estate CRM, Property Management, Customer Relations, Post-Sales or Client Servicing will be preferred.

Key Performance Indicators

- Customer satisfaction
- Complaint resolution time
- Pending case closure
- Customer follow-up efficiency
- Documentation and payment follow-up
- CRM data accuracy
- Customer retention and referrals
- Team productivity and response time

Compensation

Salary: ₹30,000 – ₹60,000 per month
Location: Gurgaon / Gurugram
Job Type: Full time

Pay: ₹30,000.00 - ₹60,000.00 per month

Benefits:

- Provident Fund

Work Location: In person

📌 CRM Manager (India)
🏢 360 Realtors
📍 India