Assistant Manager – CRM

Role Objective

The Assistant Manager – CRM will be responsible for managing end-to-end customer relationship activities from booking to handover and post-possession, ensuring high customer satisfaction, timely resolution of issues, and adherence to company processes and compliance requirements.

Key Responsibilities

Customer Relationship Management

• Act as the primary point of contact for customers post-booking till possession and beyond
• Ensure smooth coordination between Sales, Legal, Finance, Projects, and Facilities teams for customer-related matters
• Maintain strong, long-term relationships with customers to enhance brand trust and loyalty

Documentation & Compliance

• Manage booking documentation, agreement for sale, registration, and possession-related paperwork
• Ensure compliance with RERA, legal, and company policies
• Coordinate with legal teams and customers for agreement execution and registrations

Collections & Coordination

• Track customer payment schedules and follow up for timely collections
• Coordinate with finance and sales teams for outstanding dues and reconciliation
• Address customer queries related to demand letters, receipts, and statements

Handover & Possession

• Plan and execute possession and handover processes as per timelines
• Coordinate snag lists, rectifications, and site inspections with project teams
• Ensure a smooth and positive possession experience for customers

Customer Grievances & Escalations

• Handle customer complaints, escalations, and service requests effectively
• Ensure timely resolution and closure of issues with proper documentation
• Prepare MIS reports on complaints, resolutions, and customer feedback

Team & Process Management

• Guide and mentor junior CRM executives, if applicable
• Improve CRM processes, customer touchpoints, and service standards
• Support management initiatives related to customer experience improvement

Key Skills & Competencies

• Strong knowledge of real estate CRM processes
• Excellent communication and interpersonal skills
• Sound understanding of RERA norms and customer compliance
• Ability to handle escalations calmly and professionally
• Strong coordination, follow-up, and documentation skills
• Proficiency in CRM software, MS Excel, and ERP systems

Educational Qualification

• Graduate in any discipline (MBA / PG Diploma preferred)

Experience Requirement

• Minimum 7 years of relevant CRM experience with a real estate developer
• Experience in handling residential projects from booking to possession is mandatory
• Exposure to Nagpur real estate market will be an added advantage

Key Performance Indicators (KPIs)

• Customer satisfaction and feedback scores
• Timely completion of documentation and possession milestones
• Reduction in customer complaints and escalations
• Collection efficiency and coordination effectiveness

Job Types: Full-time, Permanent

Pay: ₹300,000.00 - ₹800,000.00 per year

Work Location: In person