CRM Head (Real Esate) 10-15 years

Job description

1\. Job Purpose

The CRM Head will be responsible for managing the complete post\-sales customer relationship function, ensuring smooth coordination from booking through agreement, payment collection, documentation, registration, possession, and post\-sales support.

The role will have strong ownership of **CRM team management, customer payment collections, legal documentation, customer grievance handling, and coordination with Sales, Accounts, Legal, Projects, and Registration teams.**

2\. Key ResponsibilitiesA. Team Handling \& Leadership

• Lead, manage, and monitor the CRM team and ensure effective performance.
• Allocate customers and responsibilities among CRM executives.
• Set individual and team targets for collections, documentation, customer service, and query resolution.
• Conduct regular team meetings and review daily/weekly performance.
• Train and guide CRM executives on customer handling, payment follow\-up, documentation, and company processes.
• Monitor team productivity and take corrective action wherever required.
• Maintain discipline, accountability, and service standards within the CRM department.

B. Customer Relationship Management

• Manage the complete customer lifecycle from booking to possession and post\-handover.
• Act as the escalation point for important customer queries and complaints.
• Maintain strong and professional relationships with customers.
• Ensure timely communication regarding payment schedules, agreements, registration, project updates, and possession.
• Handle difficult customer situations and resolve issues through proper coordination with concerned departments.
• Ensure all customer commitments are properly recorded and followed up.

C. Payment Collection \& Receivables

• Take overall responsibility for customer payment follow\-ups and collections.
• Monitor project\-wise, customer\-wise, and unit\-wise outstanding payments.
• Track payment schedules as per the Sale Agreement / payment plan.
• Ensure timely follow\-up for advance, milestone, registration, and final payments.
• Prepare and monitor daily, weekly, and monthly collection reports.
• Coordinate with Accounts/Finance for payment confirmation and customer ledger reconciliation.
• Follow up on overdue payments and delayed instalments.
• Handle payment\-related customer queries and disputes.
• Escalate long\-pending and high\-value outstanding cases to Management / Legal.
• Ensure outstanding dues are cleared before registration and possession wherever applicable.

D. Legal \& Customer Documentation

• Prepare, coordinate, and send customer\-related legal and transaction documents.
• Ensure timely preparation and dispatch of:
• Allotment Letters
• Demand Letters
• Sale Agreements
• Construction Agreements
• Allocation / Confirmation Documents
• NOCs
• Payment Statements
• Registration\-related Documents
• Possession / Handover Documents
• Other customer correspondence and legal documents
• Coordinate with the Legal team for document preparation, verification, corrections, and approvals.
• Maintain proper records of documents sent to customers and documents received from customers.
• Follow up for execution and return of signed agreements and other required documents.
• Ensure documentation is complete before registration and possession processes.

E. Registration \& Possession Coordination

• Coordinate with customers, Legal, Accounts, Registration, and Project teams for property registration.
• Ensure all required documents and payments are completed before registration.
• Coordinate registration schedules and customer requirements.
• Track pending registration cases and ensure timely closure.
• Coordinate with Projects/Facility teams for possession and handover.
• Ensure final dues and documentation are completed before possession.

F. Coordination with Internal Departments

* Coordinate closely with

• Sales
• Accounts / Finance
• Legal
• Projects / Construction
• Marketing
• Registration
• Facility / Maintenance
• Ensure customer\-related issues are communicated to the concerned department and closed within the required timeline.
• Maintain proper coordination between Sales commitments and post\-sales execution.

G. MIS \& Reporting

• Prepare and submit CRM MIS reports to Management.
• Prepare reports on:
• Customer Booking Status
• Payment Collection Status
• Outstanding / Overdue Payments
• Documentation Status
• Agreement Status
• Registration Status
• Possession Status
• Customer Complaints
• Pending Customer Requests
• Team Performance
• Review collection and documentation reports with the Management on a regular basis.
• Identify delays and take corrective action for timely closure.

H. Process \& Compliance

• Develop and implement CRM processes and SOPs.
• Ensure proper maintenance of customer records in CRM/ERP systems.
• Ensure accuracy of customer data, payment information, and documentation.
• Maintain confidentiality of customer and company information.
• Ensure CRM activities follow company policies and applicable real\-estate documentation and regulatory requirements.

Benefits

• Paid time off

Experienced candidates can send your resume to following whatsapp no : 9841699405\.

Pay: ₹50,000\.00 \- ₹65,000\.00 per month

Work Location: In person