– CRM HEAD (REAL ESTATE)

Job Title: CRM Head

Department: Customer Relationship Management (CRM)

Industry: Real Estate – Apartments, Villas & Plotted Developments

Experience: 8–12Years

Salary Range: ₹50,000–₹60,000 per month

Employment Type: Full-Time

Reporting To: General Manager / Managing Director

1. Job Summary

We are looking for an experienced and result-oriented CRM Head to lead the Customer Relationship Management team in a real estate organization. The primary responsibilities include managing the CRM team, achieving customer payment collection targets, overseeing legal documentation, monitoring customer accounts, and ensuring effective coordination between the Sales, Accounts, Legal, and Project departments.

The candidate must have strong leadership, collection management, documentation, and customer relationship skills, along with the ability to drive team performance and ensure timely completion of customer-related activities.

2. Key Responsibilities

A. Team Management and Leadership

- Lead, manage, and monitor the performance of the CRM team.
- Allocate customer accounts, collection targets, and documentation responsibilities among team members.
- Conduct daily team meetings to review collection progress, pending payments, and documentation status.
- Set individual and team-wise monthly targets and monitor achievements.
- Review employee performance and provide guidance to improve productivity.
- Ensure proper follow-up, accountability, and coordination within the team.
- Prepare team performance reports and submit them to management.

B. Payment Collections and Receivables Management

- Take overall responsibility for customer payment collections across all assigned projects.
- Develop and implement collection plans to achieve monthly and project-wise collection targets.
- Monitor instalments, overdue payments, outstanding balances, and upcoming payment schedules.
- Review the collection performance of each CRM Executive and ensure timely customer follow-ups.
- Handle high-value outstanding accounts and escalated collection issues.
- Coordinate with the Accounts department to verify receipts, payment entries, and outstanding balances.
- Prepare collection forecasts and ageing reports for management review.




- Identify collection delays and implement corrective actions to improve cash flow.
- Ensure timely issuance of payment reminders, demand letters, and outstanding statements.

C. Legal Documentation Management

- Supervise the preparation, verification, and execution of sale agreements, allocation agreements, construction agreements, and other property-related legal documents.
- Coordinate with the Legal department for agreement preparation, document verification, and registration procedures.
- Ensure timely collection and verification of customer KYC documents and supporting records.
- Monitor the status of pending agreements, registrations, signatures, and other legal formalities.
- Ensure proper maintenance of physical and digital customer documentation.
- Coordinate with customers and internal departments to resolve documentation-related issues.
- Track project-wise documentation completion and submit periodic status reports to management.
- Ensure documents are processed in accordance with company procedures and applicable legal requirements.

D. Customer Relationship Management

- Oversee customer communication and ensure professional handling of customer queries and complaints.
- Handle escalated customer issues related to payments, agreements, registrations, and project coordination.
- Maintain strong customer relationships and improve customer satisfaction.
- Coordinate with Sales, Accounts, Legal, and Project teams to resolve customer concerns.
- Ensure timely updates to customers regarding payment schedules and documentation requirements.

E. MIS, Reporting, and Process Control

- Prepare and review daily, weekly, and monthly collection reports.
- Monitor project-wise collections, outstanding dues, overdue accounts, and collection forecasts.
- Track agreement execution, registration status, and pending legal documents.




- Maintain accurate customer data in the CRM/ERP system.
- Establish standard operating procedures for collections and documentation.
- Submit periodic performance reports and improvement plans to management.

3. Educational Qualification and Experience

- Any graduate; B.Com, BBA, MBA, or a related qualification is preferred.
- 5–8 years of experience in CRM or customer relationship management, preferably in the real estate industry.
- Prior experience managing a CRM team and handling large-scale customer payment collections is essential.
- Solid experience in real estate legal documentation and agreement coordination is required.

4. Required Skills and Competencies

- Robust team leadership and people management skills.
- Excellent payment collection, negotiation, and follow-up abilities.
- Good knowledge of real estate agreements and registration processes.
- Strong customer relationship and escalation management skills.
- Proficiency in MS Excel, CRM software, ERP systems, and MIS reporting.
- Excellent communication, coordination, and problem-solving skills.
- Ability to set targets, monitor performance, and achieve collection goals.
- Strong organizational skills and attention to detail.

5. Key Performance Indicators (KPIs)

- Achievement of monthly and project-wise collection targets.
- Reduction in overdue customer payments and outstanding receivables.
- Team-wise collection target achievement and productivity.
- Timely completion of sale agreements and other legal documentation.
- Reduction in pending customer documents and registration delays.
- Accuracy and timeliness of collection reports and MIS.
- Resolution of escalated customer complaints within agreed timelines.
- Effective coordination between CRM, Accounts, Legal, Sales, and Project teams.
- Improvement in customer satisfaction and follow-up efficiency.

6. Salary and Benefits Salary Range: ₹50,000–₹60,000 per month, depending on experience, leadership capabilities, collection performance, and real estate industry expertise.

Other benefits may be provided as per company policy.

Pay: ₹50,000.00 - ₹60,000.00 per month

Work Location: In person

📌 CRM Head (Chennai)
🏢 Chennaijobs
📍 Chennai