Crm Executive

JOB DESCRIPTION

Co. Name: Maverick Group

Location: MUMBAI

Position / Job Title: CRM Executive / Officer

Department: Sales & Customer Relationship Management

Reporting to: CRM Manager / Head of Sales / Director CRM

Job Summary:

To manage and enhance the customer experience post-sales by coordinating with internal teams and clients, ensuring timely documentation, follow-ups, possession processes, and ongoing engagement. This role is crucial to building trust, ensuring compliance, and improving customer satisfaction in a growing real estate company.

KRA (Key Result Area)

Customer Communication & Relationship Management

• Serve as the single point of contact for all post-sales communication with customers
• Address queries related to payment schedules, project updates, legal documentation, registration, and possession
• Ensure prompt and professional communication with homebuyers via phone, email, and in person
• Proxy Bank Disbursements / must be aware of all banking requirements

Booking to Possession Coordination

• Coordinate and track entire post-booking processes: KYC, document collection, agreement execution (e.g. Agreement for Sale), registration, and stamp duty formalities
• Assist in demand letter issuance and ensure follow-ups on payment milestones
• Coordinate handover process, possession formalities, and welcome kits if applicable

Customer Database & CRM System

• Maintain and update customer data in the CRM software (e.g. Salesforce, Zoho, Excel-based systems)
• Ensure accuracy of contact, transaction, and interaction records
• Generate reports for sales team and management on client status, follow-ups, and payment updates

Coordination with Internal Teams

• Work closely with the sales, legal, accounts, and technical/site teams to ensure smooth flow of information and timelines
• Follow up on pending documentation, approvals, NOCs, and balance payments
• Assist in resolving customer issues with internal team support

Collections & Escalations

• Ensure timely follow-up for payment collection as per agreed schedule
• Maintain logs of defaulters and escalate delays tactfully to senior management
• Help arrange meetings or calls with clients for resolving disputes or delays

Customer Experience & Retention

• Conduct periodic client check-ins for updates and feedback
• Handle minor grievances and coordinate with legal/admin for resolution
• Assist in organizing possession events, feedback surveys, and referral initiatives

Additional Responsibilities:

• As allocated by the management from time to time

KSA: (Knowledge, Skills & Attitude)

• Strong communication (written and verbal) in English, Hindi, and Marathi
• Good knowledge of CRM software and Excel
• Real estate process understanding: booking, registration, GST, stamp duty, possession, bank disbursements
• Ability to handle pressure, deadlines, and multitasking
• Professional, customer-first approach with attention to detail

Experience: Minimum 3-4 years in CRM in a real estate or construction firm

Qualification: Graduate in any stream (preferred: Marketing / Business / Real Estate)

Preferred Candidate Profile:

• Minimum 3+ years of experience in CRM function in real estate / construction
• Hands-on experience with CRM systems, demand letters, agreements, and possession handling
• Exposure to both affordable and premium segment buyers is a plus
• Willingness to work across projects or at client-facing desks occasionally

CTC: As per industry standards