Assistant Crm Manager

Aakar Realties; Pune District; Hybrid; INR 600,000 - 1,200,000; Full time

Job summary

Aakar Realties is seeking a results-driven CRM & Post-Sales Executive in Pune, responsible for managing the customer lifecycle from booking to possession and beyond. You will coordinate agreements, payments, loan processes, and smooth handovers with multiple internal teams.

You will ensure accurate records, timely communication, and robust issue resolution, while handling documentation and regulatory compliance for residential projects.

Qualifications

• Strong customer handling and communication required.
• Deep understanding of residential real estate lifecycle and documentation.
• Knowledge of RERA/MahaRERA processes is desirable.
• Proficient in MS Excel and CRM tools; able to generate MIS reports.

Responsibilities

• Manage customer relationships from booking to possession and post-possession.
• Act as the primary contact for customers regarding project queries.
• Maintain strong customer relationships and ensure a positive experience.
• Handle customer complaints, escalations and ensure timely resolution.
• Coordinate preparation and execution of sale agreements and related documents.
• Verify customer KYC, booking documents, payment schedules and agreement details.
• Coordinate with legal, sales and documentation teams for timely registration.
• Maintain records of registered agreements and pending documentation.
• Monitor payment schedules and outstanding receivables; coordinate reminders and collections.
• Coordinate with banks/financial teams for home-loan processing and disbursement.
• Follow up on sanction letters and loan documentation; arrange required payments.
• Coordinate for own contributions, GST and other payment requirements prior to loan disbursement.
• Resolve discrepancies between customer ledgers and bank statements.
• Coordinate possession process from demand clearance to handover; schedule visits.
• Coordinate with Projects, Engineering, Accounts and Facility teams for smooth handover.
• Ensure possession documents, NOCs, and payments clearance are complete.
• Handle post-sales requests related to possession, maintenance, and society formation.
• Coordinate with Facility Management and Society committees for post-possession matters.
• Maintain records of complaints and their closure status.
• Coordinate society formation and conveyance documentation with customers and legal teams.
• Maintain CRM data accuracy and generate MIS reports on booking, registration, collections, loans, possession, complaints and outstanding items.
• Coordinate cross-functionally with Sales, Accounts, Legal, Projects, Home Loan teams and Management.

Skills

Customer relationship mgmt

Communication skills

Follow-up coordination

Real estate documentation

RERA/MahaRERA knowledge

MS Excel/MIS

CRM software

Problem solving

Stakeholder management

Job description

Role & responsibilities:

Key Responsibilities

1. Customer Relationship Management

• Manage customer relationships from booking to possession and post-possession.
• Act as the primary point of contact for customers regarding project-related queries.
• Maintain strong customer relationships and ensure a positive customer experience.
• Handle customer complaints, escalations and ensure timely resolution.

2. Agreement & Documentation

• Coordinate preparation and execution of Agreement for Sale, registration documents, supplementary agreements and other customer-related documentation.
• Verify customer KYC, booking documents, payment schedules and agreement details.
• Coordinate with legal, sales and documentation teams for timely agreement registration.
• Maintain proper records of registered agreements and pending documentation.

3. Payment & Collection Management

• Monitor customer payment schedules and outstanding receivables.
• Coordinate with customers for demand letters, payment reminders and overdue payments.
• Follow up for timely collection of installments, GST, registration charges and other applicable payments.
• Coordinate with the Accounts/Finance team for payment reconciliation and receipts.
• Handle queries related to outstanding amounts, demand letters and payment adjustments.

4. Home Loan & Bank Coordination

• Coordinate with customers, banks, financial institutions and internal teams for home-loan processing and disbursement.
• Follow up on sanction letters, loan documentation, APF-related requirements and disbursement.
• Coordinate for own contribution, GST and other requirements prior to loan disbursement.
• Resolve discrepancies between customer ledgers and bank disbursement statements.

5. Possession & Handover

• Coordinate the complete possession process from demand clearance to handover.
• Schedule customer appointments for possession and snag/inspection visits.
• Coordinate with Projects, Engineering, Accounts and Facility teams for smooth handover.
• Ensure possession documentation, NOCs, payment clearance and other formalities are completed.

6. Post-Sales / Post-Possession Support

• Handle customer requests related to possession, maintenance, society formation, property tax, amenities and other post-possession matters.
• Coordinate with Facility Management and Society/Committee members wherever required.
• Support resolution of defects/snags and customer service requests.
• Maintain proper records of complaints and their closure status.

7. Society Formation & Conveyance

• Coordinate with customers/committee members for society registration, conveyance and related documentation.
• Coordinate with legal consultants and internal departments for execution and registration of conveyance documents.
• Support society committee members and ensure timely completion of statutory/project-related formalities.

8. CRM MIS & Reporting

• Maintain accurate CRM data and customer records.
• Prepare MIS reports covering:
• Booking status
• Agreement registration
• Collections & outstanding
• Loan/disbursement status
• Possession status
• Customer complaints
• Cancellation/refund cases
• Pending documentation
• Track daily/weekly/monthly targets and pending activities.

9. Cross-Functional Coordination

Coordinate effectively with:

• Sales
• Accounts & Finance
• Legal
• Projects & Engineering
• Home Loan/Banking Team
• Facility Management
• Registration/Documentation Team
• Management

Key Skills Required

• Excellent customer handling and communication skills
• Strong follow-up and coordination ability
• Knowledge of real estate documentation and Agreement for Sale
• Understanding of RERA/MahaRERA processes
• Knowledge of home-loan and bank disbursement procedures
• Good understanding of collections and customer ledgers
• Strong MS Excel/MIS skills
• CRM software knowledge
• Problem-solving and escalation-management skills
• Ability to independently handle customers and internal stakeholders

KPIs / Performance Parameters

• Customer satisfaction and response time
• Agreement execution and registration TAT
• Collection efficiency
• Reduction in outstanding/overdue payments
• Loan disbursement coordination
• Possession/handover efficiency
• Complaint resolution TAT
• Documentation accuracy
• Customer retention and referral potential

MIS/reporting accuracy

Preferred candidate profile: Residential real estate, customer lifecycle management, collections, agreements, home loans, possession and post-sales operations.