Customer Relationship Manager

About the Role

We are looking for a customer-focused CRM manager to own the post-sales customer relationship from booking through possession and beyond. This role blends transactional CRM work (documentation, collections, possession) with a genuine customer success mandate: keeping customers engaged, satisfied, and confident in their purchase, resolving issues proactively, and turning happy customers into referrals and repeat buyers. You'll be the primary relationship owner for booked customers, working closely with sales, finance, and legal teams to deliver a smooth, trustworthy ownership experience.

Key Responsibilities

Customer Relationship Management

• Manage the complete post-sales customer lifecycle from booking to possession
• Prepare, verify, and maintain sale agreements, allotment letters, and other legal/booking documentation
• Track payment schedules and follow up with customers for timely collections and demand letter dispatch
• Coordinate with finance and legal teams to resolve documentation or payment discrepancies
• Maintain accurate and updated customer records in the CRM system
• Coordinate site/unit possession handovers, including documentation and NOC processes
• Liaise with banks/financial institutions for home loan disbursement and related documentation
• Ensure compliance with RERA and other applicable regulatory documentation requirements

Customer Success

• Act as the primary point of contact and trusted advisor for customers throughout their ownership journey
• Proactively reach out with project/construction progress updates rather than waiting for customers to ask
• Own end-to-end resolution of customer queries, complaints, and escalations, ensuring timely closure
• Monitor and improve customer satisfaction (CSAT) scores and track recurring pain points
• Identify at-risk or dissatisfied customers early and drive resolution to prevent churn or disputes
• Build long-term relationships that generate referrals, repeat business, and positive reviews/testimonials
• Gather customer feedback and share insights with sales, marketing, and product/project teams
• Support loyalty, referral, or customer engagement initiatives as needed
• Track and report on collection efficiency, pending documentation, and customer satisfaction metrics

Requirements

• Graduate in any discipline (MBA preferred but not mandatory)
• 4 – 9 years of experience in CRM, customer success, post-sales, or customer relationship roles, preferably in real estate
• Strong attention to detail combined with genuine customer empathy
• Excellent communication, relationship-building, and conflict-resolution skills
• Working knowledge of CRM software and MS Excel
• Familiarity with real estate documentation and RERA compliance is a plus

Key Skills

• Customer relationship management (CRM)
• Customer success & retention
• Documentation & compliance (agreements, NOCs, RERA)
• Collections & payment follow-up
• CRM software & data management
• Customer query & escalation resolution
• Coordination with sales, finance & legal teams
• MIS & CSAT reportingRole & responsibilities

Preferred candidate profile