: Senior CRM – Real Estate (Pre-Sales & Post-Sales)

Company: Profound Group

Department: Customer Relationship Management (CRM)

Designation: Senior CRM / Senior Customer Relationship Manager

Experience: 8+ Years

Industry: Real Estate – Residential Apartments, Luxury Villas & Commercial Properties

Work Location: Kondapur, Hyderabad, Telangana

Working Days: Monday to Saturday

Employment Type: Full time

1. Job Purpose: We are looking for an experienced and result-oriented Senior CRM professional to lead and manage the complete customer lifecycle, covering both pre-sales coordination and post-sales operations across residential apartments, premium villas, and commercial real estate projects.

The ideal candidate must possess strong expertise in customer relationship management, sales coordination, Agreement of Sale (AoS) preparation and execution, documentation, payment follow-ups, registration coordination, possession management, and customer grievance resolution.

The candidate will be responsible for ensuring a seamless customer journey from the initial enquiry and booking stage through agreement execution, construction updates, registration, property handover, and post-possession support, while maintaining regulatory compliance, documentation accuracy, customer satisfaction, and operational efficiency.

2. Key Roles & ResponsibilitiesA. Pre-Sales CRM & Customer Coordination

- Manage customer interactions from initial enquiry, site visit, property selection, and booking through to sales closure.
- Coordinate with the Sales and Marketing teams to ensure timely follow-ups, booking confirmations, and customer communication.
- Explain project details, unit specifications, floor plans, amenities, payment schedules, pricing structures, and applicable terms to prospective customers within approved company guidelines.
- Coordinate site visits, project presentations, customer meetings, and booking formalities.
- Verify customer details and ensure accurate collection of KYC documents, booking forms, and other preliminary documentation.
- Maintain customer databases, enquiry records, booking status, and follow-up schedules in the CRM system.
- Coordinate with the Sales team on inventory availability, unit blocking, booking status, and customer-specific requirements.
- Ensure a smooth transition of customer information from the pre-sales team to the post-sales CRM team.
- Monitor pending customer actions and proactively resolve coordination gaps that may affect booking conversion.

B. Post-Sales CRM & Customer Lifecycle Management

- Independently manage the complete post-sales process from booking confirmation until registration, possession, and post-handover support.
- Act as the primary point of contact for customers after booking and provide timely, accurate updates on their property transactions.
- Coordinate with Sales, Accounts, Legal, Projects, Construction, and Site Operations teams to resolve customer-related matters.
- Maintain customer-wise transaction records, communication logs, payment status, documentation status, and pending activities.
- Ensure all post-sales activities are completed within agreed timelines and in accordance with company policies and applicable regulatory requirements.
- Establish a structured customer communication process for construction progress, payment milestones, registration readiness, and possession schedules.
- Track customer satisfaction, identify recurring issues, and implement corrective measures to improve the overall customer experience.
- Develop and maintain standard operating procedures (SOPs), checklists, and service-level timelines for all CRM activities.

C. Agreement of Sale & Legal Documentation

- Prepare, review, coordinate, and track Agreements of Sale (AoS), booking forms, allotment letters, payment schedules, and other customer-related transaction documents in coordination with the Legal team.
- Ensure agreements are prepared using approved templates and accurately reflect customer details, unit specifications, sale consideration, payment terms, and other approved commercial terms.
- Coordinate agreement drafts, customer clarifications, legal review, execution, stamping, and registration-related documentation, as applicable.
- Ensure timely execution of agreements within the defined company timelines.
- Verify and maintain customer KYC documents, PAN, identity and address proofs, company documents for corporate buyers, and other required records.
- Track pending agreements, unsigned documents, incomplete customer files, amendments, cancellations, and other documentation exceptions.
- Coordinate with the Legal team for agreement amendments, addendums, transfer requests, cancellations, refunds, and other contractual matters.
- Maintain secure physical and digital customer files with proper indexing, version control, and audit trails.
- Coordinate with authorized legal professionals and registration teams for sale deed execution and property registration.




- Ensure documentation complies with applicable RERA requirements, Telangana registration procedures, and other relevant legal and statutory requirements.

D. Payment Follow-Ups & Collections Coordination

- Coordinate with the Accounts and Finance teams to track customer payments against agreed payment schedules and construction-linked milestones.
- Monitor booking advances, instalments, milestone payments, registration charges, maintenance deposits, and other applicable dues.
- Issue or coordinate payment reminders, demand letters, receipts, and statements of account in accordance with company procedures.
- Maintain customer-wise outstanding reports, ageing reports, overdue payment trackers, and collection follow-up records.
- Proactively follow up with customers regarding overdue payments and escalate delayed or disputed payments to the appropriate management team.
- Reconcile customer ledgers with the Accounts team and resolve discrepancies in payment records.
- Coordinate with Finance on loan disbursements, bank documentation, and home-loan-related customer requirements.
- Support the preparation of periodic reports covering collections, outstanding dues, payment commitments, and collection risks.

E. Registration, Possession & Handover Management

- Prepare and maintain registration and possession readiness trackers for all booked units.
- Coordinate with customers, Legal, Finance, site teams, and registration professionals to complete sale deed registration and possession formalities.
- Ensure applicable customer dues and documentation requirements are verified before possession, in accordance with approved company policies and contractual terms.
- Coordinate pre-handover inspections, snag identification, rectification tracking, and customer walkthroughs.
- Ensure handover documents, possession letters, key handover records, meter details, warranty information, and relevant property documents are properly prepared.
- Coordinate with the Projects and Engineering teams to resolve outstanding snags and communicate realistic closure timelines to customers.
- Maintain a unit-wise handover checklist and ensure proper customer acknowledgements and records.
- Coordinate the transfer of relevant information to facility management, maintenance, or property management teams wherever applicable.
- Monitor handover timelines and escalate delays, unresolved defects, or customer concerns to management.

F. Customer Grievance Management & Relationship Building

- Handle customer complaints, escalations, service requests, and transaction-related disputes professionally and promptly.
- Establish a structured complaint management process with defined ownership, priority levels, turnaround times, and escalation procedures.
- Coordinate with internal departments to investigate issues, communicate resolutions, and prevent recurrence.
- Manage sensitive customer interactions involving payment disputes, documentation delays, construction updates, possession timelines, and property defects.
- Maintain complaint registers, escalation reports, closure records, and customer feedback.
- Build long-term customer relationships through transparent communication, accountability, and timely service.
- Identify opportunities to improve customer satisfaction, referral generation, and the overall customer experience.

G. CRM Systems, MIS & Reporting

- Maintain accurate customer data in the CRM software and ensure regular updates of booking, agreement, payment, registration, and possession statuses.
- Prepare daily, weekly, and monthly MIS reports for management review.
- Track key operational metrics, including:
- Enquiries and booking status coordination.
- Booking-to-agreement turnaround time.
- Agreements pending execution.
- Customer documentation completion.
- Collections and overdue payments.
- Registration and possession readiness.
- Customer complaints and resolution timelines.
- Handover status and outstanding snags.
- Develop dashboards, trackers, and management reports using Excel and CRM tools.
- Maintain data accuracy, confidentiality, document traceability, and timely reporting.
- Recommend process improvements, automation opportunities, and CRM system enhancements.

H. Team Management & Cross-Functional Coordination

- Guide and supervise CRM executives and coordinators, where applicable.
- Allocate responsibilities, review pending tasks, and monitor team performance against defined KPIs.
- Establish standardized workflows, checklists, templates, and reporting formats.
- Coordinate regularly with Sales, Marketing, Legal, Finance, Projects, Engineering, and Facility Management teams.




- Conduct periodic reviews of pending customer cases, documentation gaps, payment issues, and handover commitments.
- Ensure clear accountability and timely closure of all customer-related activities.
- Support management in improving CRM processes, service standards, and departmental efficiency.

3. Required Experience & Qualifications

- Experience: Minimum 8+ years of relevant experience in real estate CRM, with substantial hands-on exposure to both pre-sales coordination and post-sales operations.
- Industry Background: Residential apartments, gated communities, luxury villas, plotted developments, and/or commercial real estate.
- Graduate in Business Administration, Commerce, Management, or a related discipline. An MBA or relevant postgraduate qualification will be an added advantage.
- Strong practical experience in Agreements of Sale, customer documentation, payment coordination, registration, and property handover.
- Experience working with real estate developers or reputed property development companies is preferred.
- Prior experience handling premium residential customers, high-value transactions, and customer escalations is desirable.
- Experience managing a CRM team or coordinating across multiple departments will be an added advantage.

4. Essential Skills & Competencies

- Strong understanding of the complete real estate sales and post-sales lifecycle.
- Excellent knowledge of Agreement of Sale workflows, booking documentation, registration coordination, and customer file management.
- Strong customer relationship management, negotiation, communication, and problem-solving skills.
- Ability to coordinate effectively with Legal, Finance, Sales, Projects, and Engineering teams.
- Strong command of MS Excel, Word, email communication, MIS reporting, and CRM software.
- Ability to prepare trackers, dashboards, SOPs, and structured management reports.
- Strong follow-up discipline, attention to detail, ownership, and execution capability.
- Ability to manage multiple projects, customer portfolios, and deadlines simultaneously.
- Professional handling of confidential customer information and sensitive commercial matters.
- Strong written and verbal communication skills in English; Telugu and Hindi proficiency will be an advantage.

5. Key Performance Indicators (KPIs) The performance of the Senior CRM professional will be evaluated on the following parameters:

- Agreement Execution TAT: Timely preparation, review coordination, and execution of customer agreements.
- Documentation Accuracy: Completeness and accuracy of customer files, KYC records, and transaction documents.
- Payment Follow-Up Efficiency: Timely follow-up on overdue amounts and accurate reporting of outstanding customer dues.
- Registration Turnaround: Timely completion of registration-related coordination, subject to customer, legal, and statutory dependencies.
- Possession & Handover Efficiency: Completion of handover formalities within approved project schedules.
- Customer Satisfaction: Customer feedback, complaint recurrence, and service quality.
- Grievance Resolution TAT: Timely resolution or escalation of customer complaints within defined service levels.
- CRM Data Accuracy: Up-to-date customer records, transaction statuses, and reporting accuracy.
- MIS & Reporting Discipline: Timely submission of accurate daily, weekly, and monthly reports.
- Cross-Functional Coordination: Effective follow-up and closure of customer-related tasks across departments.
- Team Productivity: Achievement of assigned targets and adherence to defined CRM processes, wherever team management applies.

6. Preferred Candidate Profile The ideal candidate is a mature, customer-focused, process-oriented professional who can independently manage complex customer transactions and coordinate with multiple internal departments without constant supervision. The candidate must be equally strong in customer-facing communication and backend documentation, particularly Agreements of Sale, payment coordination, registration, and possession management. We are looking for someone who takes ownership, anticipates potential delays, maintains accurate records, and ensures that every customer receives a professional and transparent experience.

Candidates who have worked with established real estate developers and have managed the complete customer lifecycle across apartments, villas, and commercial projects will be preferred.

7. Application Details

Interested candidates with relevant real estate CRM experience may share their updated CV, highlighting their experience in pre-sales, post-sales, agreement execution, collections coordination, registration, possession, and customer relationship management.

Shortlisting Priority: Candidates with strong hands-on expertise in both pre-sales and post-sales operations, particularly Agreement of Sale documentation and end-to-end customer lifecycle management, will be given preference.

Job Type: Full-time

Pay: ₹40,000.00 - ₹60,000.00 per month

Work Location: In person

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