Team Lead - CRM

Job Summary

We are looking for an experienced and results-driven CRM Team Lead to manage and lead the customer relationship management function for our real estate projects. The role will be responsible for overseeing the complete customer lifecycle—from booking and documentation to possession, collections, and post-sales service—while ensuring a high level of customer satisfaction.

The ideal candidate should have strong experience in real estate CRM, customer servicing, team management, collections coordination, and CRM systems, along with excellent communication and problem-solving skills.

Key Responsibilities:

Customer Relationship Management

· Lead the CRM team and ensure smooth handling of customer queries, requests, and complaints.

· Manage the complete post-sales customer journey from booking to possession and beyond.

· Ensure timely communication with customers regarding payment schedules, construction updates, documentation, possession, and handover.

· Develop strong customer relationships and improve customer satisfaction and retention.

Team Management

· Manage, mentor, and monitor the performance of CRM executives/officers.

· Allocate customers and responsibilities among team members.

· Set team targets, track performance, and conduct regular reviews.

· Train team members on CRM processes, communication standards, documentation, and customer service.

· Ensure adherence to company policies, SOPs, and compliance requirements.

Collections & Payment Coordination

· Monitor customer payment schedules and outstanding receivables.

· Coordinate with the Sales and Finance teams regarding collections and payment follow-ups.

· Ensure timely communication of demand letters, payment reminders, and other financial communications.

· Assist in resolving customer payment-related issues and discrepancies.

Documentation & Possession

· Oversee agreement execution, registration, documentation, and customer records.

· Coordinate with Legal, Finance, Sales, Projects, and other internal teams to resolve customer issues.

· Manage possession scheduling, snagging/inspection, handover, and related documentation.

· Ensure accurate and timely updating of customer information in the CRM system.

CRM & MIS

· Ensure accurate and up-to-date customer data in the CRM system.

· Prepare and review MIS reports covering collections, customer complaints, documentation, possession, and pending activities.

· Track CRM KPIs, turnaround times, customer satisfaction, and team productivity.

· Identify process gaps and recommend improvements to CRM systems and workflows.

Customer Escalation Management

· Handle escalated customer complaints and provide timely resolutions.

· Coordinate with relevant departments to resolve complex customer issues.

· Maintain professional communication with customers, including high-value/VIP customers.

· Minimize customer grievances and improve overall service experience.

Candidate Profile

· 10+ years of relevant experience in CRM/customer relations, preferably with residential/commercial real estate projects.

· Prior experience managing a CRM/customer service team is preferred.