1. CRM Backend Operations

- Oversee end-to-end CRM backend operations from booking confirmation to possession and post-possession services.

- Ensure accurate maintenance of customer records, booking details, payment schedules, agreements, and property-related documentation in the CRM system.

- Establish and monitor SOPs, workflows, turnaround times (TATs), and service-level agreements (SLAs).

- Ensure timely processing of booking forms, allotment letters, demand letters, agreements, cancellation requests, transfers, and other customer-related transactions.

1. Documentation and Legal Coordination

- Supervise preparation and execution of Builder-Buyer Agreements (BBA), sale deeds, conveyance deeds, and other relevant documents.

- Coordinate with the legal team for documentation, registration, compliance, and resolution of documentation-related issues.

- Ensure accurate documentation and compliance with applicable RERA requirements and company policies.

- Maintain proper records for audits, statutory requirements, and internal reviews.

1. Payment and Accounts Coordination

- Coordinate with the finance and accounts teams for payment receipts, demand generation, outstanding payments, refunds, cancellations, and customer ledger reconciliation.

- Monitor overdue payments, payment milestones, and collection follow-ups in coordination with the collections team.

- Ensure timely issuance of payment reminders, receipts, statements of accounts, and no-dues certificates.

- Resolve discrepancies in customer accounts and payment records.

1. Possession and Handover Management

- Coordinate with project, construction, engineering, legal, and finance teams for possession readiness and customer handover.

- Monitor occupancy certificate, completion certificate, and other applicable documentation in coordination with relevant teams.

- Ensure timely issuance of possession offers, demand letters, handover documents,



and maintenance-related communication.

- Track possession status, pending customer requirements, and closure of handover-related issues.

1. Team Management and Leadership

- Lead, mentor, and supervise the CRM backend team, including executives and team leaders.

- Define individual and team KPIs, review performance, and ensure adherence to operational timelines.

- Allocate workloads, improve productivity, and develop team capabilities through regular training.

- Drive accountability, process discipline, and continuous improvement across CRM operations.

1. CRM Systems, MIS and Reporting

- Ensure effective utilisation of CRM software, ERP systems, and other digital platforms.

- Monitor data accuracy, transaction integrity, system updates, and customer master records.

- Prepare and review MIS reports covering bookings, agreements, collections, outstanding payments, cancellations, refunds, registrations, possession, and customer complaints.

- Develop dashboards and management reports highlighting pending cases, bottlenecks, operational risks, and performance trends.

- Collaborate with IT and CRM technology teams to automate workflows and improve system efficiency.

1. Customer Experience and Issue Resolution

- Ensure timely resolution of customer queries and escalations relating to documentation, payments, agreements, registration, and possession.

- Coordinate with front-end CRM, sales, finance, legal, and project teams to close customer issues within defined TATs.

- Monitor customer satisfaction, complaint closure rates, and recurring service issues.

- Implement preventive measures to reduce errors, delays, and repeat complaints.

1. Process Improvement and Compliance

- Establish standard operating procedures, internal controls, and quality-check mechanisms.

- Identify operational gaps and implement process improvements to enhance efficiency and service delivery.

- Ensure confidentiality and security of customer information.

📌 Manager- AGM CRM Backend (Gurugram)
🏢 Smartworld Developers
📍 Gurugram