Senior Manager Customer Relationship Management

Location: Pune–Mumbai Highway

Exp:8+ Years

Salary Range:₹60,000 – ₹1,70,000/ month

JOB SUMMARY

We are looking for an experienced CRM Manager For our esteemed real estate client City One Developersto lead customer relationship management operations in the real estate sector. The role involves handling the entire customer lifecycle—from booking to possession—ensuring high customer satisfaction, timely communication, and efficient query resolution. The ideal candidate should have strong coordination skills with sales, legal, and projects teams.

KEY RESPONSIBILITIES

·      Manage end-to-end customer lifecycle (booking, agreement, construction updates, possession)

·      Handle customer queries, complaints, and escalations in a timely and professional manner

·      Ensure smooth coordination between Sales, Legal, Finance, and Project teams

·      Maintain and update CRM system with accurate customer data and transaction records

·      Monitor customer payment schedules and follow up for collections

·      Oversee agreement, allotment, demand letters, and possession documentation

·      Ensure compliance with RERA guidelines and documentation processes

·      Prepare and share regular MIS reports on customer status, collections, and escalations

·      Drive customer engagement initiatives (calls, emails, site visits, events)

·      Lead and manage CRM team performance and productivity

·      Develop and implement SOPs for customer handling and service delivery

·      Work on improving customer satisfaction and retention

REQUIRED SKILLS & QUALIFICATIONS

·      Bachelor's degree (MBA preferred)

·      5–7 years of experience in CRM, preferably in real estate

·      Strong understanding of real estate lifecycle and customer journey

·      Experience in handling high-value clients and escalations

·      Hands-on experience with CRM tools and reporting

·      Excellent communication and interpersonal skills

·      Ability to manage teams and cross-functional coordination

·      Strong organizational and multitasking abilities

PREFERRED SKILLS

·      Strong experience in real estate CRM operations

·      Knowledge of RERA processes and documentation

·      Proficiency in CRM software (Salesforce, Sell.Do, Zoho CRM, etc.)

·      Advanced MS Excel & MIS reporting

·      Customer handling & escalation management

·      Collection follow-ups and payment tracking

KEY COMPETENCIES

Leadership

Coordination

Empathy

Communication

Problem-solving