Assistant Crm Manager

Job Description:-

Assistant Manager CRM
Department: Customer Relationship Management (CRM)
Designation: Assistant Manager CRM
Experience: 3-4 Years
Industry: Real Estate - Plotted Development
Location: Mulund

Position Overview: -
We are looking for an experienced and detail-oriented Assistant Manager CRM with 3 to 4 years of experience in the real-estate industry, preferably with strong exposure to plotted development projects and backend CRM operations.
The candidate will be responsible for managing end-to-end backend CRM activities, maintaining customer and project-related data, coordinating with internal departments, monitoring documentation and payment-related processes, and ensuring timely resolution of customer and operational requirements.
The ideal candidate should have strong expertise in MIS reporting and SAP, along with excellent coordination, analytical, and organizational skills.

Key Responsibilities: -

1. Backend CRM Operations

• Manage day-to-day backend CRM activities for plotted development projects.
• Maintain and update customer records, booking details, allotment information, and transaction-related data.
• Ensure accurate and timely updating of customer information in SAP/CRM systems.
• Monitor the complete post-sales process and ensure timely completion of assigned activities.
• Maintain proper records of customer correspondence, documentation, and requests.
• Track pending activities and ensure timely closure.

2. MIS & Reporting

• Prepare and maintain daily, weekly, and monthly CRM/MIS reports.
• Generate reports related to:
• Sales/booking status
• Customer outstanding and collections
• Documentation status
• Agreement/registration status
• Cancellation and refund status
• Customer requests and complaints
• Plot allotment and possession status
• Analyze data and highlight discrepancies, pending cases, and important management requirements.
• Ensure accuracy and timely submission of MIS reports to management.
• Develop and maintain Excel-based dashboards and trackers as required.

3. SAP Operations

• Handle day-to-day CRM-related transactions and data management in SAP.
• Ensure accurate entry and maintenance of customer, booking, payment, and project-related information.
• Coordinate with Accounts/Finance for payment posting, reconciliation, and outstanding-related information.
• Generate and verify SAP reports as required.
• Identify data discrepancies and coordinate with relevant teams for correction.
• Maintain data accuracy and integrity within the system.

4. Customer & Documentation Management

• Coordinate backend activities related to customer onboarding and post-sales service.
• Manage and maintain customer documentation, including KYC, booking forms, agreements, receipts, allotment documents, and other relevant records.
• Coordinate with customers and internal teams for completion of pending documentation.
• Track agreement execution, registration, possession, and other customer-related milestones.
• Ensure proper filing and maintenance of customer records.

5. Payment & Collection Coordination

• Coordinate with Accounts/Finance teams regarding customer payments and outstanding amounts.
• Monitor payment schedules and pending collections.
• Prepare and maintain outstanding and collection-related MIS.
• Coordinate for payment receipts, demand letters, statements of accounts, and other financial documents.
• Follow up internally on pending payment-related issues and ensure timely resolution.

6. Plotted Development Project Coordination

• Handle backend CRM activities specifically related to plotted development projects.
• Maintain accurate records of plot numbers, customer allotments, booking details, and project status.
• Coordinate with project/site teams regarding plot demarcation, development status, possession, and handover-related activities.
• Maintain project-wise customer and plot-related MIS.
• Ensure that customer and plot information is accurately updated across systems and records.

7. Cross-Functional Coordination

• Coordinate with Sales, Accounts/Finance, Legal, Projects, Site Operations, and Management teams.
• Ensure smooth flow of information between departments.
• Follow up on pending cases and ensure timely closure.
• Escalate critical issues to the CRM Manager/Head CRM with complete details.
• Participate in internal review meetings and provide relevant CRM/MIS updates.

Required Skills & Competencies: -

• Strong expertise in MIS and reporting.
• Hands-on experience with SAP software.
• Advanced knowledge of MS Excel, including Pivot Tables, VLOOKUP/XLOOKUP, formulas, data analysis, and reporting.
• Good understanding of real-estate CRM processes.
• Prior experience in plotted development projects will be highly preferred.
• Strong backend operations and documentation skills.
• Excellent coordination and follow-up abilities.
• Strong analytical and problem-solving skills.
• High attention to detail and data accuracy.
• Good written and verbal communication skills.
• Ability to manage multiple tasks and deadlines.
• Strong ownership and accountability.

Educational Qualification: -

• Graduate in any discipline.
• MBA/PGDM in Marketing, Operations, Finance, or a related field will be an added advantage.

• Experience: -
  3-4 years of experience in the real-estate industry.
• Prior experience in CRM/backend operations is preferred.
• Experience with plotted development projects will be an added advantage.
• Hands-on experience with SAP and MIS reporting is essential.