Senior Customer Relationship Manager

Job Description Senior CRM Executive

Department: Customer Relationship Management (CRM)
Project: Residential Real Estate Project
Reports To: CRM Manager / General Manager CRM

Job Purpose

To manage customer relationships throughout the residential project lifecycle, ensuring timely communication, smooth booking and documentation processes, efficient payment follow-ups, and high customer satisfaction.

Key Responsibilities

• Handle customer queries, complaints, and requests professionally and promptly.
• Manage customer bookings, agreements, allotment letters, and other documentation.
• Coordinate with Sales, Accounts, Legal, Construction, and Handover teams.
• Track customer payments, send reminders, and follow up on outstanding dues.
• Provide regular updates to customers regarding project progress and possession schedules.
• Coordinate flat inspections, snag resolution, possession, and handover formalities.
• Maintain accurate customer records, CRM databases, MIS reports, and documentation.
• Ensure compliance with company policies, project timelines, and applicable RERA requirements.
• Monitor customer satisfaction and support timely resolution of escalated issues.

Qualifications & Experience

• Graduate in any discipline; an MBA in Marketing or Customer Relationship Management is preferred.
• 7 to 10 years of experience in CRM, preferably in residential real estate or property development.
• Good communication, coordination, problem-solving, and customer-handling skills.
• Proficiency in MS Excel, MS Office, and CRM software.