Job Description - CRM Manager

Position-CRM Manager (Real Estate)

Department-Customer Relationship Management (CRM)

Reporting To-Management

Location-Tathawade, Pune

Employment Type-Full-Time

Job Summary The CRM Manager is responsible for leading the Customer Relationship Management (CRM) function and ensuring a seamless customer experience from booking to possession and post-possession support. The role involves overseeing customer communications, documentation, payment collections, registrations, possession activities, complaint resolution, and cross-functional coordination while maintaining the highest standards of customer satisfaction and operational efficiency.

Key Responsibilities: Customer Relationship Management

- Act as the primary point of contact for customers from booking until possession and post-possession support.
- Build and maintain robust customer relationships throughout the customer lifecycle.
- Ensure timely resolution of customer queries, requests, and complaints.
- Maintain proactive communication with customers regarding project progress, payment schedules, registrations, possession timelines, and company updates.

Team Management

- Lead, mentor, and supervise the CRM team.
- Allocate responsibilities, monitor performance, and ensure adherence to timelines.
- Establish and implement CRM processes, SOPs, and service standards.
- Conduct regular performance reviews and training sessions to improve team effectiveness.

Documentation & Compliance

- Oversee the execution of Agreements for Sale, registrations, stamp duty, and all statutory documentation.
- Ensure collection, verification, and maintenance of customer KYC and related documents.
- Ensure compliance with RERA and other applicable statutory requirements.
- Maintain accurate customer records within the CRM/ERP system.





Payment & Collections

- Monitor customer payment schedules and collection targets.
- Ensure timely issuance of demand letters, receipts, and customer account statements.
- Coordinate with the Accounts Department for payment reconciliation.
- Support home loan processing and disbursement coordination with financial institutions.
- Review ageing reports and initiate corrective actions for overdue payments.

Cross-Functional Coordination

- Coordinate effectively with Sales, Legal, Accounts, Engineering, Projects, Finance, Marketing, and external agencies, including banks and registration authorities.
- Ensure timely completion of registrations, documentation, possession formalities, and customer handovers.
- Coordinate customer site visits and possession scheduling.

Possession & Handover

- Plan and manage possession schedules.
- Ensure completion of all documentation before handover.
- Supervise possession formalities and maintain possession records.
- Coordinate with relevant departments to resolve post-possession issues promptly.

CRM System & MIS

- Ensure all customer interactions are accurately updated in the CRM/ERP system.
- Maintain complete and accurate customer databases.
- Prepare and present daily, weekly, and monthly MIS reports to Management.
- Track pending documentation, collections, registrations, possession status, and customer complaints.

Customer Satisfaction





- Maintain high standards of customer service and satisfaction.
- Organize customer engagement initiatives, meetings, and communication campaigns.
- Monitor customer feedback and implement process improvements to enhance the overall customer experience.

Required Qualifications

- Graduate in any discipline (MBA preferred).
- 8-10 years of post-sales CRM experience in the Real Estate industry, with at least 3 years in a managerial role.
- Strong knowledge of RERA, Agreements for Sale, registrations, possession processes, home loan coordination, and customer lifecycle management.

Skills Required :

- Excellent leadership, communication, and interpersonal skills.
- Strong customer relationship and conflict resolution abilities.
- Excellent planning, coordination, and organizational skills.
- Strong analytical and problem-solving capabilities.
- Proficiency in MS Office (Excel, Word, Outlook) and CRM/ERP software.
- Ability to work under pressure, manage multiple priorities, and consistently meet deadlines.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- Collection Efficiency
- Timely Completion of Registrations and Documentation
- Possession & Handover Timelines
- Complaint Resolution Turnaround Time (TAT)
- Accuracy of CRM Data and MIS Reports
- Team Productivity and Performance

Working Hours Monday to Sunday (Weekly Off: Wednesday) 9:30 AM - 6:30 PM

Additional working hours may be required based on customer meetings, registrations, possession schedules, or business requirements.

Contact HR - (phone hidden)

This job description outlines the primary duties, responsibilities, skills, and qualifications required for the position. However, these may be modified, expanded, or reassigned from time

📌 CRM Manager (Pune)
🏢 Mirchandani Group
📍 Pune