Assistant Manager / Sr. Executive, Customer Relationship Management

Roha Infosystems; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Roha Infosystems is seeking a seasoned CRM professional in Mumbai to drive customer lifecycle management across real estate projects. You will coordinate post-sales activities, documentation, registrations, collections, and handovers, ensuring seamless customer experiences.

The role requires strong Excel and CRM reporting skills, hands-on experience with Salesforce (SFDC) and ERP systems, and the ability to collaborate with Sales, Finance, Legal, Projects, and Registration teams to meet tight

Qualifications

• Experience 3–8 years in CRM within the real estate sector.
• End-to-end CRM lifecycle including post-sales operations.
• Experience with customer documentation, agreement and registration coordination, collections follow-up, possession and handover activities, and customer query management.
• Familiarity with Salesforce (SFDC) and ERP systems.
• Proficient in MS Excel and CRM reporting.
• Strong communication, coordination, and customer handling skills.
• Ability to work with Sales, Finance, Legal, Projects and Registration teams.
• Proactive, process-oriented and able to work independently.

Responsibilities

• Customer documentation and scrutiny.
• Demand generation and collections follow-up.
• Registration readiness and execution.
• Possession planning and handover coordination.
• Customer query and escalation management.
• CRM MIS preparation and reporting.
• Salesforce data management and system updates.
• Coordinate with internal stakeholders for seamless customer experience.
• Adhere to defined TATs and process compliance.
• Maintain high customer satisfaction throughout the lifecycle.

Skills

CRM lifecycle management

MS Excel

Communication skills

Coordination

Customer handling

Stakeholder management

Independent working

Process orientation

Education

Bachelor's/Master's degree in Business Administration, Marketing, or related field

Tools

Salesforce (SFDC)

ERP systems

MS Excel

CRM reporting tools

Job description

Preferred Candidate Profile

• Minimum 3 to 8 years of experience in Customer Relationship Management within the Real Estate industry only.


• Good understanding of the complete CRM lifecycle, including post-sales operations.


• Experience in customer documentation, agreement and registration coordination, collections follow-up, possession and handover activities, and customer query management.


• Familiarity with Salesforce (SFDC) and ERP systems.


• Proficient in MS Excel and CRM reporting.


• Strong communication, coordination, and customer handling skills.


• Ability to work closely with Sales, Finance, Legal, Projects, and Registration teams.


• Proactive, process-oriented, and capable of working independently.

Key Result Areas (KRAs)

• Customer documentation and scrutiny.


• Demand generation and collections follow-up.


• Registration readiness and execution.


• Possession planning and handover coordination.


• Customer query and escalation management.


• CRM MIS preparation and reporting.


• Salesforce (SFDC) data management and system updates.


• Coordination with internal stakeholders to ensure seamless customer experience.


• Adherence to defined TATs and process compliance.


• Maintaining high customer satisfaction throughout the customer lifecycle.

Key Performance Indicators (KPIs)

• Collection efficiency (% against due collections).


• Registration completion within defined timelines.


• Documentation accuracy and completeness.


• Possession handovers completed as per schedule.


• Customer query resolution within TAT.


• Escalation closure within defined timelines.


• Salesforce data accuracy and timely updates.


• MIS submission accuracy and timeliness.


• Customer Satisfaction (CSAT/NPS), wherever applicable.


• Compliance with internal processes and audit requirements.

Qualifications & Skills

• Bachelors/Masters degree in Business Administration, Marketing, or related field


• Proficiency in CRM tools (e.g., Salesforce, Zoho, HubSpot, or real estate-specific platforms)


• Strong communication, analytical, and problem-solving skills


• Ability to manage multiple stakeholders and deliver under tight timelines


• Knowledge of Mumbai's real estate market and customer behaviour