Job Description

The CRM Senior Executive is responsible for managing and enhancing customer relationships throughout the property purchase lifecycle--from inquiry to post-possession. The role focuses on maintaining customer satisfaction, ensuring smooth communication, managing documentation, and supporting sales and service teams using CRM tools and data analytics.

Key Responsibilities

Customer Relationship Management

Manage end-to-end customer interactions--from lead generation to handover and after-sales service. Respond promptly to customer queries, concerns, and feedback. Maintain strong relationships with buyers, brokers, and channel partners to ensure high customer satisfaction.

CRM System Management

Should have Experience in Handovers. Track leads, opportunities, and conversion rates through the CRM platform. Generate regular CRM reports on sales pipeline, customer engagement, and service performance.

Sales Coordination

Coordinate between the sales, finance, and legal teams for booking formalities, documentation, and payment follow-ups. Ensure timely communication of demand letters, payment schedules, and receipts to customers. Assist in agreement drafting, registration, and possession processes.

Customer Experience & Retention

Manage customer onboarding, site visits, and handover processes. Handle post-sales service requests, complaints, and escalations professionally. Conduct regular follow-ups and satisfaction surveys to measure customer happiness and identify improvement areas.

Process Improvement & Reporting

Analyze CRM data to identify trends, issues, and opportunities for service enhancement. Collaborate with management to streamline communication workflows and customer touchpoints. Prepare daily/weekly/monthly reports on customer activity, complaints, and closure rates.

Qualifications

Bachelor's degree in Business Administration, Marketing, Real Estate, or a related field. 3-6 years of experience in CRM, preferably in the

real estate or construction industry

. Strong communication, coordination, and problem-solving skills. Understanding of real estate sales processes, documentation, and customer lifecycle management. Ability to handle high-value customers with professionalism and confidentiality.
Job Type: Full-time

Pay: ₹360,000.00 - ₹420,000.00 per year

Work Location: In person