Customer Relationship Management Professional

Job Summary


Key Responsibilities

• Lead the CRM function and manage the complete post-sales customer journey.
• Oversee customer onboarding, documentation, collections coordination, possession, and handover processes.
• Develop and implement effective CRM policies, SOPs, and customer service processes.
• Ensure timely resolution of customer queries, complaints, and escalations.
• Monitor customer satisfaction, retention, and service quality.
• Coordinate with Sales, Accounts, Legal, Projects, and Collections teams for smooth customer servicing.
• Manage CRM MIS, dashboards, KPIs, and management reporting.
• Handle high-level customer escalations and dispute resolution.
• Ensure compliance with applicable RERA and real estate regulations.
• Lead, mentor, and develop the CRM team to achieve operational and customer-service objectives.
• Drive process improvements and implement technology-based solutions for enhanced customer experience.

Requirements

• Only Real Estate experience candidates will be preferred.
• Minimum 20-25 years of relevant experience required.

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