Key Responsibilities

Customer Lifecycle Management

- Own and manage the complete post-sales customer journey including: ○ Customer onboarding

○ Welcome communication

○ Agreement execution

○ Construction-linked collections

○ Home loan coordination

○ Customization management

○ Registration

○ Snag management

○ Handover & possession

○ Post-possession support

○ Resident welfare association / association handover

- Ensure seamless customer experience across all touchpoints with proactive communication and service excellence.

Collections & Revenue Management

- Drive timely collections aligned with construction milestones and payment schedules.
- Monitor receivables, overdue accounts, and collection efficiency metrics.
- Coordinate with finance and sales teams to improve cash flow predictability.
- Handle payment escalations, banking coordination, and customer negotiations where required.
- Ensure adherence to collection TATs and compliance processes.

Customer Experience & Escalation Management

- Act as the primary escalation point for high-priority customer concerns.
- Build robust grievance redressal mechanisms and service recovery frameworks.
- Improve customer satisfaction and referral generation through proactive engagement.
- Maintain high standards of customer communication, transparency, and responsiveness.

Luxury Customer Experience & Relationship Excellence

- Design and deliver a luxury-grade customer experience framework inspired by premium hospitality standards,



ensuring every customer interaction across the lifecycle is proactive, personalized, emotionally engaging, and service-oriented.
- Build a “white-glove” ownership journey through high-touch communication, milestone engagement, concierge-style support, rapid escalation resolution, and curated customer delight initiatives.

Cross-Functional Coordination

- Collaborate closely with the following teams: ○ Sales & Marketing

○ Legal

○ Finance

○ Engineering

○ Projects

○ QS

○ Facility Management

- Ensure timely closure of dependencies related to: ○ Documentation

○ Approvals

○ Registrations

○ Customizations

○ Snag rectification

○ Handover readiness

Process Excellence, Governance & Reporting

- Design and implement scalable CRM processes and SOPs.
- Improve operational efficiency through automation, dashboards, and process optimization. Efficiently navigate and use ERP softwares.
- Track and publish MIS reports, customer dashboards, collection reports, and project status updates.
- Ensure CRM processes are compliant with RERA and internal governance standards.
- Monitor SLA adherence and identify opportunities for continuous improvement.

Referral & Customer Advocacy

- Drive referral programs and customer engagement initiatives.
- Build long-term customer relationships that improve repeat business and brand advocacy.
- Partner with marketing teams on customer events, campaigns, and community engagement initiatives.

Pay: ₹1,100,000.00 - ₹1,200,000.00 per year

Advantages :

- Provident Fund

Work Location: In person

📌 Senior CRM Manager - Customer Experience - Real Estate (Chennai)
🏢 Frokme
📍 Chennai