Senior Manager Customer Relationship Management
1 week ago
Reporting To: Head – Managing Director / Manager- Operations
Location: Bhubaneswar Salary: As per Market Standard
Employment Type: Full-Time Position
Overview
We are seeking a Senior Customer Relationship Manager (Senior CRM) to lead our customer service operations for residential and commercial projects. The role involves managing the CRM team, ensuring a seamless customer experience from booking to possession, overseeing documentation, collections, and resolving customer issues efficiently.
Key Responsibilities:
- Lead and guide the CRM team to ensure timely, professional communication with all customers.
- Oversee end-to-end post-sales processes, including agreements, registration, and handover.
- Manage customer payment follow-ups, coordinate with finance for receipts and reconciliations.
- Handle escalated customer queries and ensure prompt resolution.
- Liaise with sales, legal, and project teams to ensure smooth possession and customer satisfaction.
- Maintain and analyze MIS reports on collections, handovers, and feedback.
- Ensure compliance with RERA and company policies.
Skills & Competencies:
- Knowledge of real estate operations and RERA processes.
- Proficiency in MS Office and CRM tools.
Qualification & Experience:
- Graduate/Postgraduate in Business Administration, Marketing, or related field.
- 6–10 years of experience in real estate CRM, with minimum 2 years in a senior role.
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