CRM Manager

Department: Customer Relationship Management

Location: Bangalore

Experience: 4–7 Years

Employment Type: Full-time

Job Summary

We are looking for an experienced CRM Manager to lead the customer relationship and post-sales operations for our real estate projects. The role will be responsible for ensuring excellent customer experience from booking to registration and beyond, managing the CRM team, coordinating with sales, legal, accounts and site teams, and ensuring timely resolution of customer queries.

Key Responsibilities1. Customer Relationship Management

• Manage customer relationships from booking through registration and handover.
• Act as the primary escalation point for customer queries and concerns.
• Maintain strong and professional relationships with customers.
• Ensure timely communication regarding project updates, payments, documentation and site developments.
• Conduct regular customer follow-ups and feedback collection.

2. CRM Operations

• Manage the complete post-sales CRM process.
• Maintain accurate customer records, booking details, payment status and documentation.
• Ensure timely updates in CRM software.
• Monitor customer requests, complaints and service tickets.
• Prepare daily, weekly and monthly CRM reports.

3. Team Management

• Lead, train and monitor the CRM executives/team.
• Allocate customer accounts and responsibilities among team members.
• Track individual team performance and productivity.
• Conduct regular team meetings and performance reviews.
• Establish SOPs for customer handling and follow-up processes.

4. Sales Coordination

• Coordinate closely with Sales and Pre-Sales teams for smooth customer handover after booking.
• Ensure all booking-related information is accurately transferred to CRM.
• Follow up on pending documentation, agreements and payments.
• Support the sales team in resolving customer-related issues.

5. Payment & Documentation Coordination

• Track customer payment schedules and outstanding payments.
• Coordinate with the Accounts team regarding payment updates.
• Follow up for pending KYC, agreements, registration documents and other required paperwork.
• Maintain proper documentation for every customer.

6. Site & Project Coordination

• Coordinate with project/site teams regarding development updates.
• Communicate construction, development, registration and possession updates to customers.
• Organize customer site visits when required.
• Coordinate customer meetings and project update sessions.

7. Customer Complaint Management

• Handle escalated customer complaints professionally.
• Identify recurring customer issues and recommend process improvements.
• Ensure complaints are resolved within defined timelines.
• Maintain a proper complaint and resolution tracker.

8. Customer Retention & Engagement

• Develop customer engagement initiatives.
• Maintain regular communication with existing customers.
• Identify opportunities for referrals and repeat business.
• Conduct customer satisfaction surveys and analyze feedback.
• Build long-term customer relationships.
• Key Performance Indicators (KPIs)Customer satisfaction score
• Complaint resolution TAT
• Customer retention and engagement
• Payment follow-up efficiency
• Documentation completion rate
• CRM data accuracy
• Customer response time
• Registration/handover coordination efficiency
• Referral and repeat-business generation
• CRM team productivity

Required Skills

Excellent communication and interpersonal skills

• Strong customer-handling and problem-solving abilities
• Team leadership and people-management skills
• Good knowledge of CRM software and MS Excel
• Strong follow-up and coordination skills
• Ability to handle escalations professionally
• Good understanding of real estate sales and post-sales processes
• Strong reporting and analytical skills
• Ability to work under pressure and meet deadlines