Job Description

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Customer Relationship Management
Own and manage the end-to-end customer journey from booking to possession and post-handover support.
Act as the single point of contact for high-value and escalated customer cases.
Ensure high customer satisfaction and retention through proactive engagement and service excellence.
Team Leadership & Operations
Lead, mentor, and manage the CRM team across projects.
Define CRM processes, SOPs, and escalation matrices.
Set team KPIs and monitor performance, productivity, and service timelines.
Sales Coordination & Closures
Coordinate with sales teams for booking confirmations, documentation, and handovers.
Support sales closures by ensuring smooth customer onboarding and compliance.
Ensure accurate booking data, agreements, and customer records in CRM systems.
Documentation & Legal Coordination
Coordinate with legal teams for Agreement to Sale, Allotment Letters, and registration processes.
Ensure compliance with RERA guidelines, statutory requirements, and internal policies.
Oversee document verification, execution, and safe custody.
Collections & Finance Coordination
Track customer payment schedules and follow up for timely collections.
Coordinate with finance teams on receivables, dues, and payment reconciliations.
Manage defaulters, waivers, and escalation cases as per company policy.
Post-Sales & Handover Management
Oversee possession, snag-list management, and handover processes.
Coordinate with project, engineering, and facility teams to resolve customer issues.
Ensure smooth transition to facility management or society management post-handover.
CRM Systems & Data Management
Implement, manage, and optimize CRM software and reporting dashboards.
Ensure data accuracy, MIS reporting, and analytics for management review.
Generate insights on customer trends, complaints, collections, and service gaps.
Escalation & Risk Management
Handle critical customer escalations, legal notices, and disputes.
Proactively identify risks impacting customer satisfaction or collections.
Work closely with management to resolve conflicts and safeguard brand reputation.

Skills Required