Job Description

Position: Sr. Executive - CRM
Location: Pune
Department: Customer Relationship Management (CRM)
Project: Luxury Segment - Kasturi Housing

Company Description:

Kasturi Housing

is a luxury real estate brand based in Pune, India. With over 25 years of experience, the company has successfully delivered over 2 million sq. feet of prime real estate and is currently developing another 2 million square feet for residential purposes. Kasturi is known for its high standards of quality and creativity, and has received numerous awards and accolades for its exceptional planning and execution.

Role Overview

We are looking for a dynamic and customer-focused Sr. Executive - CRM to manage the post-sales customer journey for our high-end clientele. The ideal candidate will ensure a seamless experience from booking to possession, ensuring customer delight at every touch point.

Key Responsibilities:

Client Relationship Management
Act as the single point of contact for all post-sales client interactions.
Build and maintain strong relationships with high-net-worth individuals (HNIs) and luxury clients.
Handle customer queries, complaints, and feedback with professionalism and empathy.
Documentation & Coordination
Coordinate all documentation related to sale agreements, registration, and possession.
Ensure timely collection of payments as per the construction-linked plan.
Liaise with internal departments (sales, legal, accounts, projects) for smooth execution of CRM activities.

Customer Communication

Regularly update clients about construction progress, demand letters, milestones, etc.
Coordinate site visits, walkthroughs, and possession handovers with a high level of service excellence.

System & Reporting

Maintain and update CRM software (e.g., SAP).
Generate reports on customer status, collection milestones, and pending issues.
Possession & Handover
Ensure smooth handover process including documentation, inspection, and snag-list closures.
Manage final settlements and feedback collection at the time of possession.

Requirements:

Graduate/Postgraduate in Business Administration or a related field.

1-3 years of CRM experience in real estate (preferably in the luxury segment).

Excellent communication and interpersonal skills.
Strong coordination, follow-up, and negotiation abilities.
Well-versed with CRM tools and MS Office.
Customer-first attitude with a polished and professional demeanor.