Executive-CRM

Job Description Executive - CRM
Role Overview
The CRM Executive will be responsible for managing customer relationships throughout the post-sales journey, ensuring a seamless
and premium customer experience. The role involves efficient back-office support for the CRM function by maintaining accurate
customer and project records, managing documentation, updating CRM/ERP systems, preparing MIS reports, supporting collections
and registration activities, and coordinating with Sales, Accounts, Legal, Projects and other internal departments, ensuring that all
CRM transactions and customer records are accurate, updated, documented and completed within defined timelines.
Key Responsibilities
CRM / ERP Back-Office Operations
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Maintain and update customer master data in CRM/ERP systems.
Ensure accurate booking details, unit details, agreement value, payment plan and customer information.
Update customer payments, receipts, demands and outstanding balances as per approved records.
Maintain accurate records in Farvision / ERP / CRM software.
Check system-generated demands, receipts and other customer documents for accuracy.
Coordinate with IT/ERP teams for system-related issues and corrections.
Ensure timely updating of customer status and transaction records.
Documentation
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Maintain complete physical and digital customer files.
Prepare and maintain booking forms, allotment letters, demand letters, receipts, agreements and other CRM documents.
Maintain records of customer correspondence and commitments.
Coordinate for documentation required for registration, possession and handover.
Ensure documents are properly indexed, scanned and filed.
Track pending documentation and follow up with respective departments.
Payment Coordination
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Prepare and circulate demand letters and payment reminders as per the approved schedule.
Track customer-wise dues, collections and overdue payments.
Coordinate with Accounts/Finance for payment confirmation and ledger reconciliation.
Follow up internally for pending receipts, TDS, GST and other payment-related entries.
Maintain collection trackers and ageing reports.
Escalate overdue accounts to the CRM Manager as per defined SOP.
Assist in preparing customer-wise collection statements and outstanding reports.
MIS & Reporting
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Prepare daily, weekly and monthly CRM MIS.
Reconcile CRM MIS with Accounts/Finance data.
Highlight discrepancies and variances to the reporting manager.
Ensure MIS is accurate and submitted within defined timelines.
Support management presentations and ad-hoc data requirements.
Internal Coordination
Coordinate with:
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Sales: Booking information, customer details and handover of files
Accounts/Finance: Payments, receipts, TDS, GST, ledgers and collections
Legal: Agreements, registration, NOCs and legal documentation
IT/ERP Team: System issues and data corrections
RMs or Management: MIS, reports and pending activity status
Customer Support Back Office
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Respond to routine customer requests through email/phone as assigned.
Provide payment, documentation and process-related information based on approved records.
Coordinate internally to resolve customer queries within defined TAT.
Maintain a tracker of customer requests and pending actions.
Escalate unresolved or sensitive matters to the CRM Manager.

Filing, Audit & Compliance
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Maintain systematic physical and digital filing of customer records.
Ensure documents are complete and readily available for audit.
Support internal and external audit requirements.
Ensure CRM processes are followed as per company SOP.
Maintain confidentiality of customer and financial information.
Identify documentation gaps and report them to the reporting manager.
About Viceroy Properties
Viceroy Properties was founded in 2017 to redefine Luxury Real Estate Development in the Mumbai Metropolitan Region. With a
strong focus on Meticulous Planning, Aesthetic Design and Impeccable Craftsmanship, the firm's first two projects have won 13
International Awards across Design, Construction and Sustainability. As of mid-2024, Viceroy Properties has delivered over 1.2 mm sq.
ft. in Thakur Village, Kandivali (E) with another 3.3 mm sq. ft. under various stages of planning/development.