Customer Relationship Manager Villa Project

Job Summary:
We are looking for an experienced Customer Relationship Manager (CRM) to manage customer relationships for our premium villa project. The role involves handling customers from booking through post-sales, payment follow-up, registration, villa inspection, possession, and handover.

Key Responsibilities:

• Manage end-to-end customer relationships from booking to possession and handover.
• Handle customer queries, requests, complaints, and escalations.
• Coordinate with Sales, Projects, Finance, Legal, Construction, and Registration teams.
• Follow up with customers regarding payment milestones and outstanding dues.
• Provide regular updates on villa construction progress and project milestones.
• Coordinate customer site visits, villa inspections, snagging, and rectification.
• Manage registration, documentation, possession, and handover processes.
• Ensure timely resolution of customer issues within defined TAT.
• Maintain customer records, MIS reports, and CRM/ERP updates.
• Build strong relationships with HNI/UHNI and premium customers.
• Ensure an excellent customer experience throughout the project lifecycle.

Desired Candidate Profile:

• 38 years of experience in Real Estate CRM / Customer Relationship Management.
• Experience in premium residential / villa / gated community projects preferred.
• Strong communication, interpersonal, negotiation, and customer-handling skills.
• Good knowledge of post-sales, collections, registration, and possession processes.
• Proficiency in MS Excel and CRM/ERP systems.
• Strong follow-up and coordination skills.
• Ability to handle customer escalations professionally.