CRM Manager

JOB DESCRIPTION – CRM MANAGERReal Estate IndustryPosition: CRM Manager

Department: Customer Relationship Management

Industry: Real Estate / Property Development

Experience: 6–8 Years

Reports To: Head – CRM / General Manager / Director

Employment Type: Full-Time

1. JOB PURPOSEThe CRM Manager will be responsible for managing the complete customer relationship and post-sales process for real estate projects, from booking confirmation through possession and handover. The role will ensure timely communication, documentation, payment follow-ups, grievance resolution, customer satisfaction and smooth coordination between customers and internal departments.

• 2. KEY RESPONSIBILITIESA. CRM OperationsManage the complete CRM lifecycle from booking to possession and handover.
• Establish and implement CRM policies, SOPs and service standards.
• Ensure accurate customer records and transaction details are maintained.
• Monitor daily CRM activities and pending customer requests.
• Ensure timely communication of project-related updates to customers.
• Maintain proper documentation for bookings, agreements, payments and handovers.
• B. Customer Relationship ManagementAct as the primary point of contact for customers after booking.
• Build and maintain strong relationships with customers.
• Understand customer concerns and provide timely resolutions.
• Handle escalated complaints professionally.
• Conduct regular customer follow-ups throughout the project lifecycle.
• Improve customer satisfaction and retention.
• Maintain a professional and customer-focused communication process.
• C. Booking & Agreement ProcessCoordinate with Sales and Legal teams for booking documentation.
• Verify booking forms, KYC documents and customer details.
• Coordinate preparation and execution of agreements.
• Ensure agreements are completed within defined timelines.
• Maintain records of booking amendments, cancellations and transfers.
• Coordinate with Finance and Legal for documentation-related issues.
• D. Payment & Collection CoordinationMonitor customer payment schedules and outstanding amounts.
• Generate and share payment reminders with customers.
• Coordinate with Finance/Accounts regarding receipts and outstanding balances.
• Follow up on delayed payments.
• Maintain accurate customer payment records.
• Prepare collection reports and ageing reports.
• Escalate high-value or long-pending outstanding accounts to management.
• Coordinate payment-related queries and reconciliation with Finance.
• E. Possession & HandoverPlan and coordinate the complete possession process.
• Ensure customers receive timely possession-related communication.
• Coordinate with Projects, Construction, Legal, Finance and Maintenance teams.
• Schedule customer inspections and property visits.
• Record and track snag/defect observations raised by customers.
• Ensure rectification is completed within agreed timelines.
• Coordinate final documentation, payment clearance and handover.
• Maintain complete possession and handover records.
• F. Customer Complaints & Grievance ManagementEstablish a structured complaint management system.
• Register, categorize and prioritize customer complaints.
• Ensure complaints are assigned to the appropriate department.
• Track complaints until closure.
• Monitor turnaround time (TAT) for each complaint.
• Escalate unresolved complaints to senior management.
• Analyze recurring complaints and recommend preventive measures.
• Maintain customer grievance and resolution reports.

G. Coordination with Internal DepartmentsCoordinate closely with:

• Sales & Marketing
• Finance & Accounts
• Legal
• Projects & Construction
• Engineering
• Maintenance
• Registration Team
• Documentation Team
• Security
• Facility Management

Ensure customers receive accurate and consistent information from all departments.

• H. Registration & Legal CoordinationCoordinate with Legal and Registration teams for property registration.
• Schedule registration appointments with customers.
• Ensure required customer documents are collected.
• Coordinate registration-related payments and documentation.
• Track registration status until completion.
• Resolve documentation gaps in coordination with Legal.
• Maintain registration records and reports.
• I. CRM Software & MISEnsure complete and accurate customer data is maintained in CRM software.
• Monitor lead-to-booking and post-sales customer information.
• Track customer interactions, complaints, payments and commitments.
• Generate CRM MIS reports for management.
• Monitor pending activities and ageing.
• Ensure timely updating of CRM records by the team.
• Identify opportunities to automate repetitive CRM processes.
• J. Team ManagementLead and manage the CRM team.
• Allocate customers and responsibilities among CRM executives.
• Set individual and team performance targets.
• Monitor daily productivity and customer response time.
• Conduct regular team meetings and performance reviews.
• Train team members on CRM processes, communication and documentation.
• Develop a customer-service-oriented culture.
• Manage team escalations and workload effectively.
• K. Customer CommunicationPrepare professional communication for customers regarding:
• Payment reminders
• Project updates
• Construction progress
• Agreement execution
• Registration
• Possession
• Handover
• Maintenance
• Customer meetings
• Ensure all customer communications are accurate and approved.
• Maintain proper communication records.
• L. Customer Satisfaction & ExperienceMonitor customer satisfaction throughout the property-buying journey.
• Conduct customer feedback surveys.
• Analyze customer feedback and identify improvement areas.
• Develop initiatives to improve customer experience.
• Track NPS/CSAT or other customer satisfaction metrics where applicable.
• Encourage positive customer relationships and referrals.

M. Reporting & Management MISPrepare and submit regular reports covering:

• Total bookings
• Active customers
• Customer payment status
• Outstanding/ageing payments
• Agreement status
• Registration status
• Possession status
• Handover status
• Open complaints
• Closed complaints
• Complaint ageing
• TAT performance
• Customer satisfaction
• Cancellation requests
• Customer escalations
• Team productivity