Senior Executive - CRM, Customer Relationship Manager

Position: CRM Senior Executive

Industry: Real Estate / Real Estate Development
Location: Chembur, Mumbai
Experience: 3–6 Years
Employment Type: Full-Time | On-Site
Preferred Experience: Real Estate CRM

About the Role

We are looking for a CRM Senior Executive to manage the complete customer relationship lifecycle for an upcoming residential real estate project in Chembur.

The candidate will be responsible for managing customer interactions from booking to possession, ensuring timely communication, documentation, collections and resolution of customer queries while delivering a seamless customer experience.

Key Responsibilities

Customer Relationship Management

• Manage customer relationships from booking through possession.
• Act as the primary point of contact for customers for CRM-related queries.
• Maintain regular communication with customers regarding project updates, payment schedules, documentation and other requirements.
• Handle customer queries and grievances professionally and ensure timely resolution.

Booking & Documentation

• Manage booking documentation and ensure completeness and accuracy of customer files.
• Coordinate with Sales, Legal, Finance and other internal teams for agreement execution and registration.
• Ensure timely collection and verification of KYC and other required documents.
• Maintain accurate customer records in CRM/ERP systems.

Collections & Payment Follow-up

• Monitor customer payment schedules and outstanding amounts.
• Coordinate with customers regarding upcoming payments, demands and overdue amounts.
• Prepare and share payment reminders, demand letters and receipts as applicable.
• Coordinate with the Finance team for reconciliation of customer accounts.

Agreement & Registration

• Coordinate with customers and internal/legal teams for Agreement for Sale, registration and related documentation.
• Track agreement and registration status and ensure timely completion.
• Maintain appropriate records and documentation.

Project Coordination

• Coordinate with Sales, Finance, Legal, Projects and other departments to resolve customer issues.
• Communicate project construction/progress updates to customers.
• Coordinate customer meetings, site visits and other customer engagement activities.
• Support possession-related activities including documentation, handover and closure.

CRM MIS & Reporting

• Maintain customer databases and CRM records.
• Prepare daily/weekly/monthly CRM MIS reports.
• Track booking status, collections, agreements, registrations, cancellations and customer queries.
• Maintain accurate records of customer interactions and pending actions.

Candidate Profile

• Graduate in any discipline; MBA/PG qualification in Marketing/CRM preferred.
• 3–6 years of experience in CRM, preferably with a Real Estate Developer.
• Strong understanding of the real estate customer lifecycle.
• Experience in handling bookings, agreements, collections, registration and possession-related activities.
• Good knowledge of MS Excel and CRM/ERP systems.
• Strong communication and customer-handling skills.
• Good coordination and stakeholder-management abilities.
• Ability to manage multiple customers and priorities simultaneously.
• Should be organised, proactive and customer-focused.

Key Skills

• Real Estate CRM
• Customer Relationship Management
• Booking & Documentation
• Collections Coordination
• Agreement & Registration
• Customer Grievance Handling
• CRM/ERP Software
• MIS & Reporting
• MS Excel
• Interdepartmental Coordination

Preferred Candidate

Candidates with 3–6 years of hands-on CRM experience with a reputed real estate developer, particularly those who have managed residential projects from booking through agreement, collections and possession, will be preferred.Role & responsibilities