Manager -CRM (Only real estates experience)

Role & responsibilities

CRM Analyst Duties & Responsibilities(Building Contruction -Villa Project)

Job Description: Manager- CRM (Real Estate)

Location: Bengaluru
Industry: Real Estate (Residential Specialist)
Language Proficiency: English, Hindi, and Kannada (Mandatory)
Technical Mastery: SAP & MS Office

Role Objective

Lead the entire customer relationship function, serving as the strategic and operational bridge between sales and possession. This role is responsible for designing the customer journey, ensuring 100% documentation compliance (RERA), managing financial collections, and leading a high-performing team to deliver a premium customer experience from the moment of booking to the final handover.

Key Responsibilities

Strategic CRM Leadership

• Customer Journey Mapping: Design and implement a seamless journey for residential buyers, focusing on engagement and retention.
• Process Optimization: Develop and refine structured communication processes, including automated "Welcome" protocols (calls/emails within 24 hours of booking).
• KPI Management: Monitor and report on key performance indicators such as collection efficiency, customer engagement rates, and grievance resolution timelines.

Post-Sales & Documentation Operations

• Lifecycle Oversight: Manage the transition from Booking > Allotment > Agreement > Registration > Possession > Handover.

Payment Management

Manage payment processes, ensuring clients are informed about payment milestones and deadlines.

– Oversee the registration process, including coordinating with brokers/channel partners.

Invoicing And Certification

– Raise invoices for project milestones post architecture certification until the project is ready for possession.

– Manage the possession certification process to facilitate a smooth handover to customers.

Snagging And Desnagging Process

– Coordinate customer visits to properties for snagging and desnagging, ensuring all issues are documented and addressed promptly.

– Work with relevant teams to resolve all identified snags before handover.

Final Handover

– Facilitate the final handover of keys and parking allotment letters to customers.

– Ensure that customers receive all necessary documentation and support during the handover process.

• Data Integrity: Ensure the accuracy, completion, and comprehensiveness of all client booking forms and legal files. Coordinate execution of Sale Agreements, Sale Deeds, Disbursement Documents and other legal documents.
• RERA & Legal Compliance: Maintain strict adherence to RERA norms and internal privacy compliance across all documentation and communication.
• Handover Excellence: Lead the final fit-out and possession process, ensuring high customer satisfaction during the physical handover of the property.

Financial Coordination & Collections

• Collection Management: Oversee the issuance of demand letters, payment receipts, and reminders based on construction milestones.
• Banking Relations: Coordinate with various banks to facilitate project tie-ups and streamline home loan disbursements for customers.

– Guide clients on home loan options, explaining partner banks, rates, and eligibility.

– Liaise with banks to facilitate loan approval, documentation, and disbursement.

– Send proactive payment reminders and follow up on collections with accuracy.

– Track timelines from booking to agreement and agreement to disbursement.

Documentation And Reporting

• Customer Reports:

– Generate reports on customer satisfaction levels and operational performance.

– Maintain CRM data and prepare regular reports on collections and documentation status

– Prepare and maintain accurate records of client interactions, sales activities, and feedback for continuous improvement.

• Financial Reporting: Prepare regular MIS and project performance reports for senior management regarding aging accounts and project cash flow.

Customer Engagement & Grievance Redressal

• Escalation Handling: Act as the primary point for resolving complex customer queries and grievances received via calls and emails.
• Value Creation: Drive revenue through upselling and cross-selling initiatives to the existing customer base.
• Communication: Serve as the professional face of the company for HNWIs and local clients using fluent English, Hindi, and Kannada.

System & Team Management

• SAP Implementation: Manage and update the CRM module in SAP to ensure real-time data accuracy.
• Establish CRM workflows /alerts/ triggers to ensure proactive engagement.
• Cross-Functional Teamwork: Collaborate with Sales, Marketing, Legal, and Construction teams to ensure project updates are communicated accurately to buyers.

Requirements & Qualifications

• Experience: Proven leadership experience in the Real Estate Industry specifically focused on Residential Projects.
• Technical: Advanced proficiency in SAP and MS Office (Excel/PowerPoint).
• Languages: Strong business communication skills in Kannada, English, and Hindi.
• Skills: High-level multitasking, time management, and the ability to prioritize tasks in a fast-paced environment.
• Knowledge: Deep understanding of real estate CRM procedures, RERA regulations, and local registration laws.

:

• Analyze all current and future state CRM operations, data feeds and reports for each HP region
• Manages development of CRM budget
• CRM data verification and database health activity and reporting
• CRM maintenance and occasional end user training as needed
• Develop an automated process for reporting on campaign results
• Setup, monitor and analyze permanent/seasonal control group
• Partner with Marketing to identify the goals of direct client contact campaigns required to support the brands business goals and objectives
• Work directly with Marketing team to develop and implement trigger-based client contact strategies such as new client assimilation, attrition prevention or reactivation programs
• Perform ad hoc analyses, as needed, to support client relationship marketing efforts, and to answer questions from requestors of client contact and performance information

Preferred candidate profile