Customer Relationship Management, Senior Executive

Pay: ₹40,000.00 - ₹50,000.00 per month

Job Location: JP Nagar/ Sarjapur

Job description:

Job Title: Senior Executive – CRM

Department: Customer Relationship Management

Location: Bangalore, Karnataka

Experience: 4–5 Years in Real Estate CRM

Reports to: Head CRM

1. Role Purpose

Own the complete post-sales customer journey for assigned projects from booking to possession. Drive timely collections, minimize escalations, and ensure >90% CSAT while protecting company cash flow.

2. Key Responsibilities

A. Collections & Cash Flow

1. Track and follow-up on milestone, EMI, and final demand payments for 150-200 customers

2. Achieve monthly/quarterly collection targets

3. Coordinate with Sales, Accounts & Legal

4. Drive 100% collection before handover; initiate cancellation process for chronic defaulters

B. Customer Lifecycle Management

1. Single point of contact from post booking till possession

2. Conduct welcome calls, allotment, agreement, demand letter ,GTS, RERA explanation, registration support & entire documentation

3. Handle site visits, construction updates, modification requests, and query resolution <24 hrs TAT

4. Manage CRM tool entries: update payment status, call logs, escalation tracker, feedback

C. Documentation & Compliance

1. Ensure timely execution of ATS, Sale Deed, loan documents, TDS forms

2. Maintain customer files with 100% audit compliance for RERA, GST, and internal SOP

3. Support registration team with customer coordination and document pickup

D. Handover

1. Coordinate snag list, key handover

2. Reduce negative handover feedback

E. Reporting & MIS

1. Daily collection dashboard + weekly overdue aging report to CRM Manager

2. Monthly customer health report: # escalations, TAT breach, collection efficiency

3. Flag potential cancellations/ legal risks in advance with mitigation plan

3. KPIs You'll Be Measured On

*KRA* *Target* *Weight*

Monthly Collection vs Target 100%

TAT for Query Resolution <24 hrs

Documentation Compliance 100% audit score

4. Skills & Qualifications

Must Have:

1. Graduate preferred

2. 4-5 years in Real Estate CRM with reputed builder.

3. Strong with Excel: VLOOKUP, Pivot, Aging reports. CRM tools: Salesforce/Sell.Do/Farvision

4. Excellent negotiation + objection handling. Kannada + Hindi mandatory, English fluent

Good to Have:

1. RERA, GST, Registration process knowledge

2. Experience handling 2+ projects or 300+ customers portfolio

Job Type: Full-time

Work Location: In person