Role Overview:
The Senior CRM Lead will be responsible for managing the end-to-end customer relationship process, ensuring a seamless client experience from post-sales to possession. This role demands a strong background in real estate customer service, project coordination, and team leadership, with the ability to handle high-value clients and resolve issues efficiently.

Key Responsibilities:

Customer Relationship Management
• Act as the primary point of contact for clients after booking.
• Manage the entire customer journey from agreement execution to handover.
• Ensure timely updates on project progress, payment schedules, and documentation.
• Resolve customer queries, complaints, and escalations promptly.

Documentation & Process Management
• Oversee agreements, amendments, and registration processes.
• Ensure compliance with legal and statutory requirements.
• Maintain accurate customer records in the CRM system.

Financial Coordination
• Monitor payment schedules and coordinate with the accounts team for collections.
• Ensure timely reminders and follow-ups for due payments.




• Reconcile client accounts and address payment-related queries.

Team & Stakeholder Management
• Lead and mentor the CRM team to ensure high performance.
• Coordinate with sales, legal, finance, and site teams for smooth operations.
• Facilitate site visits for clients and assist in inspection processes.

Reporting & Analysis
• Prepare MIS reports on client status, payments, and escalations.
• Analyze customer feedback to improve service quality.
• Track SLA adherence for query resolution.

Required Skills & Competencies:
• Robust knowledge of real estate industry processes and RERA guidelines.
• Excellent communication and interpersonal skills.
• Strong problem-solving and negotiation skills.
• Ability to handle high-pressure situations and demanding clients.

Qualification & Experience:
• Graduate/Post-Graduate in Business Administration, Marketing, or related field.
• 6+ years of CRM

📌 Community Associate (Bengaluru)
🏢 Incubex
📍 Bengaluru