Assistant Crm Manager

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

Job Summary: -
We are looking for an experienced and customer-focused Assistant Manager CRM to manage post-sales customer relationships for our real estate plotted development projects.
The ideal candidate should have 3-4 years of relevant experience in CRM/customer relationship management in the real-estate sector, preferably with prior experience as a Front-End Officer / Relationship Manager handling customers for plotted projects.
The role involves managing the complete customer journey from booking and documentation through payment coordination, agreement execution, customer query resolution, and possession/hand-over. The candidate will act as an important link between customers and internal teams such as Sales, Accounts, Legal, Projects, and Operations.

Key Responsibilities: -

1. Customer Relationship Management

• Manage and maintain relationships with customers throughout the post-sales lifecycle.
• Act as the primary point of contact for customer queries, requests, and concerns.
• Provide timely and accurate information regarding project-related updates, payment schedules, documentation, and possession.
• Ensure a high level of customer satisfaction through proactive communication and follow-ups.
• Handle customer grievances professionally and coordinate with relevant departments for resolution.

2. Post-Sales & Documentation

• Manage post-sales activities from booking confirmation to possession/hand-over.
• Coordinate collection and verification of KYC and other customer documents.
• Coordinate execution of agreements, allotment letters, receipts, and other relevant documentation.
• Maintain accurate customer records and update CRM systems regularly.
• Ensure that customer files and documentation are complete and properly maintained.

3. Payment & Collection Coordination

• Coordinate with the Accounts/Finance team regarding customer payment schedules and outstanding amounts.
• Follow up with customers regarding pending payments and documentation.
• Share payment reminders, demand letters, receipts, and account statements as required.
• Resolve customer queries related to payments, receipts, outstanding balances, and account reconciliation in coordination with the Accounts team.

4. Plot-Specific Customer Coordination

• Handle customer communication related to plot allotment, plot details, site visits, demarcation, development updates, and possession.
• Coordinate with project/site teams for customer visits and site-related queries.
• Assist customers with the process related to plot identification, documentation, registration, and hand-over.
• Maintain accurate records of plot allotment and customer-related project information.

5. Internal Coordination

• Coordinate effectively with Sales, Accounts, Legal, Projects, Site Operations, and Management teams.
• Ensure timely closure of customer requests by following up with the concerned internal departments.
• Escalate critical customer issues to the CRM Manager/Management with appropriate details and proposed action.
• Participate in regular internal reviews regarding customer complaints, collections, documentation, and pending cases.

6. MIS & Reporting

• Prepare and maintain regular CRM/MIS reports related to:
• Customer bookings and status
• Documentation
• Payment collections and outstanding amounts
• Customer requests and complaints
• Agreement/registration status
• Possession/hand-over status
• Maintain accurate data in CRM software/ERP.
• Track pending customer cases and ensure timely closure.

Required Skills & Competencies: -

• Strong customer relationship and communication skills.
• Good verbal and written communication skills.
• Strong follow-up and coordination abilities.
• Good knowledge of post-sales processes in real estate.
• Ability to handle customer grievances professionally.
• Good understanding of real-estate documentation and payment processes.
• Strong MS Excel and MIS reporting skills.
• Working knowledge of CRM software/ERP systems.
• Good interpersonal and negotiation skills.
• Ability to coordinate with multiple internal departments.
• Customer-centric approach with strong ownership and accountability.

Educational Qualification: -

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

Experience: -
3 to 4 years of relevant experience in CRM, customer relationship management, or post-sales operations within the real-estate industry.