CRM Executive

• *Dear Folks ,**

Greetings from Marvel Realtors and Developers Limited !!

I hope you are doing well.

I have opening for the below Job Description. Kindly go through the job details and attach me your **updated CV** to proceed for interview shortlisting.

Role overview

• *CRM Executive**

Own the customer relationship from booking to possession and beyond — collecting every demand on schedule while making the buyer's journey clear, predictable and premium.

Location : Koregaon Park, Pune

6 days WFO (2nd and 4th Sat Off’s)

Company

Marvel Realtors, Pune

Title

CRM Manager – Collections \& Customer Experience

Reports to

Director

Location

Pune (site \+ corporate office)

Experience

3– 4 years in real estate CRM, at least 3 in collections

Works with

Sales, Accounts, Legal, Project/Site, Banks \& HFCs

Key responsibilities1\. Booking to agreement

• Welcome call and welcome kit within 48 hours of booking; assign a single point of contact.
• Collect KYC, application form and booking amount; verify against sales terms.
• Coordinate Agreement for Sale drafting, stamp duty, registration appointment and handover of registered copy.
• Ensure cost sheet, payment plan and all commitments are documented — no verbal promises left unrecorded.

2\. Collections

• Raise construction\-linked demand letters the day a slab/stage is certified; share architect's certificate and site photos.
• Reminder cadence: advance notice, due\-date reminder, then structured follow\-up calls and letters.
• Coordinate loan disbursements with banks/HFCs — sanction, tripartite agreement, NOC, disbursement requests.
• Compute and communicate interest on delayed payments as per agreement; handle waiver requests with approval.
• Reconcile receipts with Accounts weekly; issue receipts and TDS (Form 16B) follow\-ups.
• Escalate chronic defaulters with a documented trail; support cancellation or legal action when required.

3\. Customer journey during construction

• Quarterly construction progress updates (photos, video, milestone status).
• Manage modification/customisation requests with cost and timeline sign\-off.
• Resolve queries within defined turnaround; maintain a complete interaction log in the CRM system.
• Organise site visits and customer engagement events.

4\. Possession

• Plan possession in batches: final demand, outstanding clearance, documentation checklist.
• Pre\-possession unit inspection with customer; track snag list to closure before handover.
• Handover kit: keys, possession letter, OC copy, warranties, appliance manuals, maintenance guide.
• Coordinate electricity/water meter transfer, society/maintenance deposits and registration of society.

5\. Post\-possession

• Defect liability period: log, assign and close complaints within SLA under RERA obligations.
• Support society formation and conveyance to the society.
• Handle resale/rental NOCs and transfer requests.
• Drive referrals and testimonials; run satisfaction surveys at possession and 6 months after.

6\. Compliance and reporting

• Keep customer records aligned with MahaRERA disclosures and quarterly updates.
• Weekly MIS: collections due vs received, ageing, escalations, open complaints.
• Handle MahaRERA / consumer complaints in coordination with Legal.

KPIs

Targets are indicative; finalise at offer stage.

KPI

Target

Collection efficiency (received ÷ demanded, monthly)

≥ 95%

Dues ageing beyond 60 days

\< 3% of receivables

Demand letters issued after stage completion

Within 2 working days

Query first response / resolution

24 hours / 7 days

Snags closed before handover

100%

Post\-possession complaint closure within SLA

≥ 90%

Customer satisfaction (possession survey)

≥ 4\.5 / 5

Referral bookings from existing customers

Tracked quarterly

Escalations to MahaRERA / consumer forum

Zero

Qualifications and attributes

• *Must have**

• Graduate (MBA preferred); 5–10 years in real estate CRM with hands\-on collections.
• Working knowledge of Agreement for Sale, stamp duty and registration, home\-loan disbursement process, MahaRERA and GST/TDS on property.
• Proficient in a CRM system (Salesforce, Sell.Do, Farvision or similar) and Excel/MIS.
• Fluent English, Marathi and Hindi — written and spoken.

• *Attributes**

• Firm on money, warm with people: can chase dues without damaging the relationship.
• Ownership mindset — follows through to closure without reminders.
• Calm under pressure with escalated or upset customers.
• Polished presentation suited to premium/luxury clientele.
• Meticulous with documentation and audit trail.

• *Good to have**

• Experience handling possession of a full project or tower.
• Exposure to luxury residential projects in Pune.

Thanks \& Regards,

Yamini N,

Sr. Human Resource Generalist

Marvel Realtors and Development Limited,

\+91 8856833373\.

Pay: ₹25,000\.00 \- ₹40,000\.00 per month

Work Location: In person