Job Description Senior CRM Executive

Department: Customer Relationship Management (CRM)
Project: Residential Real Estate Project
Reports To: CRM Manager / General Manager CRM

Job Purpose

To manage customer relationships throughout the residential project lifecycle, ensuring timely communication, smooth booking and documentation processes, productive payment follow-ups, and high customer satisfaction.

Key Responsibilities
Handle customer queries, complaints, and requests professionally and promptly.
Manage customer bookings, agreements, allotment letters, and other documentation.
Coordinate with Sales, Accounts, Legal, Construction, and Handover teams.
Track customer payments, send reminders, and follow up on outstanding dues.
Provide regular updates to customers regarding project progress and possession schedules.
Coordinate flat inspections, snag resolution,



possession, and handover formalities.
Maintain accurate customer records, CRM databases, MIS reports, and documentation.
Ensure compliance with company policies, project timelines, and applicable RERA requirements.
Monitor customer satisfaction and support timely resolution of escalated issues.

Qualifications & Experience
Graduate in any discipline; an MBA in Marketing or Customer Relationship Management is preferred.
7 to 10 years of experience in CRM, preferably in residential real estate or property development.
Positive communication, coordination, problem-solving, and customer-handling skills.
Proficiency in MS Excel, MS Office, and CRM software.

📌 Senior Customer Relationship Manager Pune
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📍 Pune