Assistant Crm Manager

Role & responsibilities:

Key Responsibilities

1. Customer Relationship Management

• Manage customer relationships from booking to possession and post-possession.
• Act as the primary point of contact for customers regarding project-related queries.
• Maintain strong customer relationships and ensure a positive customer experience.
• Handle customer complaints, escalations and ensure timely resolution.

2. Agreement & Documentation

• Coordinate preparation and execution of Agreement for Sale, registration documents, supplementary agreements and other customer-related documentation.
• Verify customer KYC, booking documents, payment schedules and agreement details.
• Coordinate with legal, sales and documentation teams for timely agreement registration.
• Maintain proper records of registered agreements and pending documentation.

3. Payment & Collection Management

• Monitor customer payment schedules and outstanding receivables.
• Coordinate with customers for demand letters, payment reminders and overdue payments.
• Follow up for timely collection of installments, GST, registration charges and other applicable payments.
• Coordinate with the Accounts/Finance team for payment reconciliation and receipts.
• Handle queries related to outstanding amounts, demand letters and payment adjustments.

4. Home Loan & Bank Coordination

• Coordinate with customers, banks, financial institutions and internal teams for home-loan processing and disbursement.
• Follow up on sanction letters, loan documentation, APF-related requirements and disbursement.
• Coordinate for own contribution, GST and other requirements prior to loan disbursement.
• Resolve discrepancies between customer ledgers and bank disbursement statements.

5. Possession & Handover

• Coordinate the complete possession process from demand clearance to handover.
• Schedule customer appointments for possession and snag/inspection visits.
• Coordinate with Projects, Engineering, Accounts and Facility teams for smooth handover.
• Ensure possession documentation, NOCs, payment clearance and other formalities are completed.

6. Post-Sales / Post-Possession Support

• Handle customer requests related to possession, maintenance, society formation, property tax, amenities and other post-possession matters.
• Coordinate with Facility Management and Society/Committee members wherever required.
• Support resolution of defects/snags and customer service requests.
• Maintain proper records of complaints and their closure status.

7. Society Formation & Conveyance

• Coordinate with customers/committee members for society registration, conveyance and related documentation.
• Coordinate with legal consultants and internal departments for execution and registration of conveyance documents.
• Support society committee members and ensure timely completion of statutory/project-related formalities.

8. CRM MIS & Reporting

• Maintain accurate CRM data and customer records.
• Prepare MIS reports covering:
• Booking status
• Agreement registration
• Collections & outstanding
• Loan/disbursement status
• Possession status
• Customer complaints
• Cancellation/refund cases
• Pending documentation
• Track daily/weekly/monthly targets and pending activities.

9. Cross-Functional Coordination
Coordinate effectively with:

• Sales
• Accounts & Finance
• Legal
• Projects & Engineering
• Home Loan/Banking Team
• Facility Management
• Registration/Documentation Team
• Management

Key Skills Required

• Excellent customer handling and communication skills
• Strong follow-up and coordination ability
• Knowledge of real estate documentation and Agreement for Sale
• Understanding of RERA/MahaRERA processes
• Knowledge of home-loan and bank disbursement procedures
• Good understanding of collections and customer ledgers
• Strong MS Excel/MIS skills
• CRM software knowledge
• Problem-solving and escalation-management skills
• Ability to independently handle customers and internal stakeholders

KPIs / Performance Parameters

• Customer satisfaction and response time
• Agreement execution and registration TAT
• Collection efficiency
• Reduction in outstanding/overdue payments
• Loan disbursement coordination
• Possession/handover efficiency
• Complaint resolution TAT
• Documentation accuracy
• Customer retention and referral potential

MIS/reporting accuracy

Preferred candidate profile: Residential real estate, customer lifecycle management, collections, agreements, home loans, possession and post-sales operations.