Job Summary

We are looking for an experienced and results-driven CRM Team Lead to manage and lead the customer relationship management function for our real estate projects. The role will be responsible for overseeing the complete customer lifecycle—from booking and documentation to possession, collections, and post-sales service—while ensuring a high level of customer satisfaction.

The ideal candidate should have strong experience in real estate CRM, customer servicing, team management, collections coordination, and CRM systems, along with excellent communication and problem-solving skills.

Key Responsibilities:

Customer Relationship Management

· Lead the CRM team and ensure smooth handling of customer queries, requests, and complaints.

· Manage the complete post-sales customer journey from booking to possession and beyond.

· Ensure timely communication with customers regarding payment schedules, construction updates, documentation, possession, and handover.

· Develop robust customer relationships and improve customer satisfaction and retention.

Team Management

· Manage,



mentor, and monitor the performance of CRM executives/officers.

· Allocate customers and responsibilities among team members.

· Set team targets, track performance, and conduct regular reviews.

· Train team members on CRM processes, communication standards, documentation, and customer service.

· Ensure adherence to company policies, SOPs, and compliance requirements.

Collections & Payment Coordination

· Monitor customer payment schedules and outstanding receivables.

· Coordinate with the Sales and Finance teams regarding collections and payment follow-ups.

· Ensure timely communication of demand letters, payment reminders, and other financial communications.

· Assist in resolving customer payment-related issues and discrepancies.

Documentation & Possession

· Oversee agreement execution, registration, documentation, and customer records.

· Coordinate with Legal, Finance, Sales,

📌 Team Lead (Pune)
🏢 Kohinoor Group Pune
📍 Pune