Commercial CRM Manager

Role & responsibilities -

Lease Administration

• Review and process Lease Confirmation Forms based on the finalized Letter of Intent (LOI) to initiate the lease agreement process.
• Accurately create and maintain customer and contract details in the REFX system for all new and existing leases.
• Ensure that security deposit payments are properly recorded and promptly forwarded to the accounts department for further processing and compliance checks.
• Prepare lease deeds for execution, ensuring all terms are as per the LOI and company policies. Coordinate the signing process by sending the documents to relevant parties for signatures.
• Scan all completed documents and file them systematically, maintaining both digital and physical records as required by the companys documentation protocols.
• Generate monthly invoices for tenants, ensuring accuracy and timely distribution. All invoices must be scanned and sent to respective parties on or before the 1st of every month.
• Conduct consistent follow-ups with tenants regarding overdue payments, maintaining a professional approach to collections and ensuring prompt resolution of outstanding dues.
• Account for all payments as they are received, updating records in REFX, and ensure these are communicated to and processed by the accounts department.
• Oversee and monitor the registration of lease deeds, ensuring all legal requirements are fulfilled and documentation is completed in a timely fashion.
• Send scanned copies of LOIs and executed lease deeds to the accounts department for record-keeping and internal reference.
• Coordinate with the accounts department to facilitate the release of agency commissions to IPCs (International Property Consultants) upon full receipt of security deposits from tenants. Ensure that all commission-related information is accurate and in compliance with internal guidelines.

Pass-Through Rent Management

• Upon receipt of rental payments from tenants, promptly post rental amounts in REFX for each respective investor. Prepare and send a detailed list to the accounts department to enable payment release to investors.
• Collect cheques from the accounts department for investor payments and ensure these are securely and promptly couriered to the respective investors, maintaining records of dispatch.
• Annually calculate interest on security deposits received from tenants, based on the prevailing State Bank of India (SBI) rate, and coordinate the release of interest cheques to the investors.
• Prepare and distribute Form 16 and rent statements to all investors annually, ensuring compliance with statutory requirements and maintaining transparency in financial dealings.
• Collect the lease management feecalculated as 6 days' rent plus applicable service tax—from each investor. This is to be adjusted against the rental payments made to them on an annual basis, with accurate accounting of all transactions.
• Facilitate pass-through rental payments as and when required, ensuring timely and accurate processing per investor agreements and company policy.

Management Information System (MIS) and Record-Keeping

• Ensure that all leases, including new agreements and renewals, are updated in the MIS (Management Information System) immediately to maintain real-time accuracy and facilitate seamless internal reporting.
• Maintain and update comprehensive digital and physical files for all lease-related documentation, ensuring easy retrieval and compliance with audit requirements.

Skills and Competencies

• Attention to Detail: Ability to manage complex documentation and financial records with precision.
• Technological Proficiency: Experience with real estate software, preferably REFX, and strong computer literacy in MS Office applications.
• Communication: Excellent verbal and written communication skills for liaising with tenants, investors, internal departments, and external partners.
• Organizational Skills: Capable of prioritizing tasks, handling multiple lease agreements simultaneously, and meeting stringent deadlines.
• Problem Solving: Analytical approach to resolving payment issues, discrepancies, or contractual queries efficiently.
• Team Collaboration: Ability to work cross-functionally with the accounts, legal, sales, and property management teams.
• Confidentiality: Maintain discretion and confidentiality in all dealings with sensitive client and company information.

Qualifications and Experience

• Bachelor's degree in business administration, Finance, Real Estate, or a related field.
• 5+ years' experience in real estate leasing, property management, or a similar customer relationship management role.
• Proven experience in handling lease documentation, financial transactions, and MIS reporting is highly desirable.