CRM Manager

CRM Manager Job Profile (Real Estate Experience is Mandatory)

A CRM (Customer Relationship Management) Manager in the real estate sector plays a pivotal role in managing client relationships, ensuring customer satisfaction, and supporting sales and post-sales processes. This position is critical for both residential and commercial real estate projects.

Key Responsibilities

• Client Relationship Management: Build and maintain strong relationships with clients from initial inquiry through to property possession. Address and resolve client concerns, ensuring a high level of customer satisfaction throughout the sales cycle and post-sale process.
• CRM System Management: Manage and update the CRM system with client information, track interactions, and ensure data accuracy. Use CRM software (such as Pinga or Zoho CRM) to automate workflows, monitor client engagement, and streamline communication.
• Sales and Post-Sales Support: Coordinate with sales teams to support lead management, follow-ups, documentation (such as buyer agreements, possession letters, demand letters), and ensure timely completion of all processes.
• Documentation and Compliance: Oversee the preparation, issuance, and maintenance of all necessary documents (buyer agreements, credit notes, receipts, etc.). Ensure compliance with company policies and legal requirements.
• Customer Service: Handle post-sales queries via email and phone, coordinate with internal departments (legal, finance, projects), and assist clients with issues related to agreements, registration, banking, and taxation.
• Reporting and Analysis: Prepare and present reports (MIS, DSR, client feedback) for management review. Analyze CRM data to identify trends, measure campaign effectiveness, and suggest improvements to customer engagement strategies.
• Team Coordination and Training: Lead and develop the CRM team, provide training on CRM best practices and software, and ensure alignment with organizational goals.
• Process Optimization: Identify and implement process improvements to enhance customer experience and operational efficiency.

Desired Skills and Qualifications

• Bachelor's degree (preferably in Business, Real Estate, or related field); MBA is often preferred for senior roles.
• Proven experience in real estate sales, customer service, or CRM management-typically 3+ years for managers, 12+ years for head/senior roles.
• Strong knowledge of real estate CRM procedures and transaction management.
• Excellent communication skills in English and Hindi, both written and verbal.
• Proficiency in CRM software (Salesforce, HubSpot, etc.), MS Office, and advanced Excel.
• Analytical and data-driven mindset with attention to detail.
• Strong organizational, multitasking, and time-management skills.
• Customer-centric attitude and ability to handle escalations and resolve issues efficiently.
• Ability to work collaboratively with sales, marketing, legal, and finance teams.

Typical Job Activities

• Issuing possession letters, buyer agreements, and other client documents
• Maintaining and updating client files and records
• Handling customer queries and complaints post-sale
• Coordinating with the sales team and other departments for smooth client onboarding and handover
• Upselling and cross-selling to existing clients
• Ensuring timely completion of fit-out and possession processes
• Preparing and analyzing sales and customer service reports

Job Types: Full-time, Permanent

Pay: ₹40, ₹60,000.45 per month

Benefits:

• Provident Fund

Work Location: In person