KRA - CRM Manager (Affordable Housing Projects)

Location : Sector 62, Gurugram Contact : (phone hidden) Software : Pinga 4Quite CRM

1. Customer Lifecycle Management

- Manage customers from booking to possession.
- Ensure seamless customer experience throughout the project lifecycle.
- Address customer queries, concerns, and grievances within defined timelines.

- Affordable Housing Compliance & Documentation

- Ensure complete customer documentation as per Affordable Housing Policy guidelines.
- Coordinate with customers for agreement execution, loan documentation, and KYC compliance.
- Maintain accurate records of all customer documents and approvals.

- Collections Management

- Monitor customer payment schedules and demand collections.
- Ensure timely collection of installments and outstanding dues.
- Coordinate with Accounts and Sales teams to achieve collection targets.
- Minimize payment defaults and overdue receivables.

- Home Loan Coordination

- Liaise with banking partners and financial institutions for customer loan processing.
- Track loan sanction, disbursement, and documentation status.
- Facilitate smooth communication between customers and lenders.

- Customer Communication

- Share project construction updates, demand notices, possession schedules, and policy-related communications.
- Maintain high customer satisfaction levels.

- Possession & Handover Management

- Plan and execute possession activities as per project timelines.
- Coordinate snag rectification, possession documentation,



and handover formalities.
- Ensure smooth customer onboarding during possession.

- CRM System Management (Pinga 4Quite)

- Maintain accurate customer records in the CRM system.
- Track customer interactions, collections, complaints, and service requests.
- Ensure timely and accurate data updates.

- Complaint Resolution & Service Excellence

- Monitor customer complaints and service requests.
- Coordinate with internal departments for timely resolution.
- Maintain defined TAT (Turnaround Time) for complaint closure.

- Cross-Functional Coordination

- Work closely with Sales, Accounts, Legal, Projects, and Management teams.
- Ensure seamless information flow and issue resolution.
- Support project launches, allotments, and customer engagement activities.

- MIS & Reporting

- Prepare daily, weekly, and monthly CRM reports.
- Track key metrics related to collections, customer satisfaction, complaints, and possessions.
- Present CRM performance reports to senior management.

Key Performance Indicators (KPIs)

- Collection Efficiency (%)
- Customer Satisfaction Score (CSAT)
- Complaint Closure TAT
- Loan Processing Success Rate
- Data Accuracy in CRM
- Possession Handover Timeliness
- Customer Query Response Time
- Outstanding Receivables Reduction
- Documentation Compliance Rate
- Customer Retention & Referral Rate

Pay: ₹40,000.00 - ₹65,000.00 per month

Advantages :

- Paid sick time
- Provident Fund

Work Location: In person

📌 CRM Manager (Gurugram)
🏢 RISEONIC REALTY PRIVATE
📍 Gurugram