CRM Executive

2 weeks ago

Mumbai, Maharashtra, India Sterling Lifestyle Llp Sterling Lifestyle Llp Full time

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

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