Manager / Sr Manager CRM - Andheri
4 days ago
Position: Manager / Sr. Manager CRM
Location: Site Office
Reporting To: SGM CRM
Qualification: Any Graduate / MBA / Hospitality Graduate
Experience: 10+ years in Customer Relationship Management, with minimum 3-5 years in Real Estate CRM/Customer Care
Role Overview:
Lead customer lifecycle experience from welcome calls to possession and post-handover support. Responsible for managing collections, resolving escalations, coordinating with internal teams, driving customer satisfaction, and ensuring adherence to CRM SOPs and timelines
Key Responsibilities:
Act as primary customer interface from onboarding to handover
Handle welcome calls, queries, feedback & complaint resolution
Manage collections demand generation, reminders, escalation tracking
Coordinate with accounts, sales & engineering for issue closures
Oversee agreement execution, documentation & loan facilitation
Drive site visits, handover process & post-possession transition
Support customer events, engagement initiatives & MIS reporting
Monitor customization requests and ensure timely completion
Desired Skills:
Excellent communication & customer handling skills
Strong knowledge of Real Estate Customer Care processes
Proficient in MS Office & CRM systems
Basic legal & construction knowledge
Ability to manage escalations & drive closure
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