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Assistant Manager Customer Relationship Management (CRM)

Department: Customer Relationship Management

Designation: Assistant Manager CRM

Experience: 3-4 Years

Industry: Real Estate Plotted Development Projects

Location: Mulund

Job Summary: -

We are looking for an experienced and customer-focused Assistant Manager CRM to manage post-sales customer relationships for our real estate plotted development projects.

The ideal candidate should have 3-4 years of relevant experience in CRM/customer relationship management in the real-estate sector, preferably with prior experience as a Front-End Officer / Relationship Manager handling customers for plotted projects.

The role involves managing the complete customer journey from booking and documentation through payment coordination, agreement execution, customer query resolution, and possession/hand-over. The candidate will act as an important link between customers and internal teams such as Sales, Accounts, Legal, Projects, and Operations.

Key Responsibilities: -

1. Customer Relationship Management

- Manage and maintain relationships with customers throughout the post-sales lifecycle.
- Act as the primary point of contact for customer queries, requests, and concerns.
- Provide timely and accurate information regarding project-related updates, payment schedules, documentation, and possession.
- Ensure a high level of customer satisfaction through proactive communication and follow-ups.
- Handle customer grievances professionally and coordinate with relevant departments for resolution.

2. Post-Sales & Documentation

- Manage post-sales activities from booking confirmation to possession/hand-over.




- Coordinate collection and verification of KYC and other customer documents.
- Coordinate execution of agreements, allotment letters, receipts, and other relevant documentation.
- Maintain accurate customer records and update CRM systems regularly.
- Ensure that customer files and documentation are complete and properly maintained.

3. Payment & Collection Coordination

- Coordinate with the Accounts/Finance team regarding customer payment schedules and outstanding amounts.
- Follow up with customers regarding pending payments and documentation.
- Share payment reminders, demand letters, receipts, and account statements as required.
- Resolve customer queries related to payments, receipts, outstanding balances, and account reconciliation in coordination with the Accounts team.

4. Plot-Specific Customer Coordination

- Handle customer communication related to plot allotment, plot details, site visits, demarcation, development updates, and possession.
- Coordinate with project/site teams for customer visits and site-related queries.
- Assist customers with the process related to plot identification, documentation, registration, and hand-over.
- Maintain accurate records of plot allotment and customer-related project information.

5. Internal Coordination

- Coordinate effectively with Sales, Accounts, Legal, Projects, Site Operations, and Management teams.




- Ensure timely closure of customer requests by following up with the concerned internal departments.
- Escalate critical customer issues to the CRM Manager/Management with appropriate details and proposed action.
- Participate in regular internal reviews regarding customer complaints, collections, documentation, and pending cases.

6. MIS & Reporting

- Prepare and maintain regular CRM/MIS reports related to:

- Customer bookings and status

- Documentation
- Payment collections and outstanding amounts

- Customer requests and complaints

- Agreement/registration status
- Possession/hand-over status
- Maintain accurate data in CRM software/ERP.
- Track pending customer cases and ensure timely closure.

Required Skills & Competencies: -

- Strong customer relationship and communication skills.
- Positive verbal and written communication skills.
- Strong follow-up and coordination abilities.
- Good knowledge of post-sales processes in real estate.
- Ability to handle customer grievances professionally.
- Good understanding of real-estate documentation and payment processes.
- Strong MS Excel and MIS reporting skills.
- Working knowledge of CRM software/ERP systems.
- Good interpersonal and negotiation skills.
- Ability to coordinate with multiple internal departments.
- Customer-centric approach with strong ownership and accountability.

Educational Qualification: -

- Graduate in any discipline.
- MBA/PGDM in Marketing, Sales, or related field will be an added advantage.

Experience: - 3 to 4 years of relevant experience in CRM, customer relationship management, or post-sales operations within the real-estate industry.

📌 Assistant Crm Manager (Thane)
🏢 Shapoorji Pallonji Group
📍 Thane