CRM Team Leader

We are looking for an experienced Team Lead Customer Relationship Management (CRM) to manage and lead the CRM team for our real estate projects. The ideal candidate should have 23 years of experience in a CRM Team Lead/Supervisory role within the real estate industry, with strong expertise in customer lifecycle management, collections, escalation handling, reporting, and service enhancement.

The candidate will be responsible for ensuring excellent customer experience throughout the post-sales journey, managing team performance, resolving customer concerns, and coordinating with internal departments to ensure timely closure of customer requirements.

Role & responsibilities

1.Team Management

• Lead, mentor, and manage the CRM team to achieve departmental targets.
• Allocate work and monitor individual team-member performance.
• Conduct regular team reviews, coaching, and performance feedback.
• Ensure adherence to CRM processes, SOPs, and company policies.
• Build a customer-focused and accountable team culture.

2. Customer Lifecycle Management

• Manage the complete customer lifecycle from booking through possession and post-possession.
• Ensure timely communication and support at every stage of the customer journey.
• Monitor customer satisfaction and identify opportunities to improve the overall experience.
• Coordinate with Sales, Accounts, Legal, Projects, and other departments for customer-related requirements.

3. Escalation Management

• Handle and resolve critical customer complaints and escalations.
• Ensure timely resolution of customer issues within defined TATs.
• Identify recurring issues and implement corrective and preventive actions.
• Maintain escalation records and provide regular updates to management.

4. Collections & Payment Follow-up

• Monitor customer payment schedules and outstanding receivables.
• Drive collection follow-ups through the CRM team.
• Coordinate with Accounts/Finance teams regarding payment reconciliation and customer accounts.
• Track overdue payments and ensure timely escalation of critical cases.
• Prepare collection MIS and performance reports.

5. Reports & MIS

• Prepare daily, weekly, and monthly CRM reports.
• Track team productivity, customer complaints, TAT, collections, and pending cases.
• Analyse CRM data and identify trends, gaps, and areas for improvement.
• Present key performance indicators and actionable insights to management.

Preferred candidate profile

Experience: 2-3 years as Team Lead / Assistant General Manager / Senior CRM professional
Industry: Real Estate
Department: Customer Relationship Management (CRM)
Education: Graduate; MBA/PGDM in Marketing, Management, or related field preferred