Sr. CRM Manager - Post Sales

Job Summary

To lead and manage the complete post-sales customer lifecycle from booking to possession and post-handover, ensuring timely documentation, collections, registration, customer communication, grievance resolution and a seamless customer experience.

Key Responsibilities

· Manage the complete customer journey from booking to agreement, registration, possession and handover.

· Act as the key point of contact for customers after booking and ensure timely communication.

· Oversee customer documentation including booking forms, allotment letters, agreements, demand letters, payment receipts, NOCs and KYC documents.

· Monitor customer payment schedules and outstanding amounts; coordinate with Finance for reconciliation, receipts, refunds and adjustments.

· Coordinate registration formalities with customers, Legal and Finance, including possession and final handover.

· Coordinate with banks and financial institutions for home loan processing, sanction, disbursement and pending documentation.

· Handle customer queries, complaints and escalations and coordinate with internal teams for timely resolution.

· Coordinate with Project/Site teams for construction updates, customer site visits and possession schedules.

· Lead and mentor the CRM team, allocate customer portfolios and monitor performance and pending activities.

· Prepare and review daily, weekly and monthly MIS covering bookings, collections, documentation, registration, home loans, possession and complaints.

· Coordinate with Sales, Finance/Accounts, Legal, Projects, Construction, Home Loans and Management.

· Identify process gaps and recommend improvements to enhance customer experience and operational efficiency.

Candidate Profile

· Graduate/Postgraduate in Business Administration, Marketing, Commerce or a related field.

· 7–12 years of relevant experience in Real Estate CRM/Post Sales, preferably with residential projects.

· Strong understanding of the complete post-sales cycle from booking to possession.

· Experience in customer documentation, collections, agreements, registration, home loans and possession.

· Prior experience in managing a CRM team is preferred.

· Strong customer-handling, escalation-management and negotiation skills.

· Excellent communication and stakeholder-management skills.

· Strong knowledge of MS Excel, CRM software and MIS reporting.

· Knowledge of real-estate documentation and RERA-related processes would be an advantage.

Key Competencies

· Customer Relationship Management

· Post-Sales Operations

· Team Management

· Customer Escalation Management

· Collections & Receivables

· Documentation & Agreements

· Registration & Possession

· Home Loan Coordination

· MIS & Reporting

· Stakeholder Management

· Problem Solving

· Communication & Negotiation

· Process Improvement