CRM Manager

Key Responsibilities

• Manage the complete customer lifecycle from booking to possession and Payment Management(Payment follow ups, delayed paymet collections and Overdue Payment Management).
• Manage and maintain the company's CRM system, ensuring accurate and updated customer and lead data.
• Coordinate closely with Sales, Marketing, Legal, Finance, and Projects teams.
• Track and improve lead conversion, follow-up efficiency, and customer experience.
• Prepare and maintain daily, weekly, and monthly CRM MIS reports and dashboards.
• Monitor sales team CRM usage, data accuracy, follow-up activities, and lead ageing.
• Identify gaps in the customer journey and implement processes to improve customer satisfaction and conversions.
• Handle customer queries and coordinate with relevant internal teams for timely resolution.
• Maintain proper documentation related to bookings, agreements, payments, and customer communications.
• Track payment schedules, pending documentation, registration, possession, and other post-sales activities.
• Develop CRM processes, SOPs, escalation mechanisms, and reporting systems.
• Analyse CRM data to identify trends, bottlenecks, and opportunities for improving sales performance.
• Ensure timely communication with customers regarding project updates, payment reminders, documentation, and other important milestones.

Required Qualifications & Skills

• Bachelor's degree in Business Administration, Marketing, Management, or a related field.
• 4+ years of experience in CRM/Customer Relationship Management, preferably in real estate.
• Strong knowledge of real estate sales and post-sales processes.
• Hands-on experience with CRM software and lead management systems.
• Strong knowledge of Excel/MIS reporting and data analysis.
• Excellent communication, coordination, and customer-handling skills.
• Strong problem-solving and follow-up abilities.
• Ability to manage multiple customers, priorities, and internal stakeholders.
• Experience in managing CRM teams will be an added advantage.