Associate / Manager / Senior Manager – CRM

Royal Indraprastha Builders; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Royal Indraprastha Builders in Bengaluru seeks a seasoned Customer Relationship Manager (CRM) to lead pre- and post-sales in real estate. You will drive customer lifecycle management, manage large teams, and optimize CRM processes to support revenue goals with timely collections and escalations.

The role requires strong communication, leadership, and cross-functional collaboration, ensuring compliance and customer satisfaction across the organization.

Qualifications

• Experience in managing pre- and post-sales operations in real estate.
• Strong command over CRM systems and ability to lead large teams.
• Excellent verbal and written communication skills and stakeholder management.
• Bachelor’s or Master’s degree in Business Administration or Marketing.
• Experience with customer lifecycle management and revenue-oriented roles.

Responsibilities

• Oversee end-to-end customer journey from booking to possession and post-handover service.
• Conduct regular team briefings, reviews, and bi-weekly performance meetings.
• Handle pre-sales and post-sales activities including documentation, verification, agreements and collections.
• Ensure timely communications such as welcome letters, demand notices, payment reminders, and legal documents.
• Prepare and monitor Sale/Construction Agreements, Sale Deeds and related documents.
• Resolve customer queries and escalations with empathy and efficiency.
• Coordinate with Legal, Technical, Finance and other departments for issue resolution.

Skills

CRM systems

Leadership

Team management

Communication skills

Negotiation

Public relations

Strategic thinking

Problem solving

Analytical thinking

customer-centric mindset

Education

Bachelor’s/Master’s degree in Business Administration or Marketing

Tools

CRM software

ERP systems

Job description

Permanent

About Us:

Royal Indraprastha Builders is a leading real estate company in Bangalore, known for its innovative approach and commitment to excellence.

We provide top-notch real estate solutions to our clients, ensuring a seamless and satisfying experience.

Join our dynamic team and be a part of our growth story.

Job Summary:

We are seeking a seasonedCustomer Relationship Manager (CRM)with experience in managing pre and post-sales operations in the real estate sector. The ideal candidate should have a holistic understanding of customer lifecycle management, strong command over CRM systems, and the ability to lead large teams. This individual will play a critical role in enhancing customer satisfaction, ensuring timely collections, managing escalations, and driving business relationships that support revenue goals.

Leadership & Team Management:

• Oversee end-to-end customer journey from booking to possession and post-handover service.
• Conduct regular team briefings, reviews, and bi-weekly performance meetings.

Customer Lifecycle Management:

• Handle bothPre-sales(customer documentation, verification, agreement execution, bank loan support) andpost-sales activities(payment follow-up, possession, issue resolution).
• Ensure timely communication like welcome letters, demand notes, payment reminders, and legal documentation.
• Prepare and monitor Sale Agreements, Construction Agreements, Sale Deeds, and related documentation.
• Manage and resolve complex customer queries and escalations with empathy and efficiency.
• Liaise with Legal, Technical, Finance, and other departments for cross-functional issue resolution.
• Ensure first-level resolution and track customer satisfaction metrics.

Revenue Collection & Finance Coordination:

• Achieve monthly collection targets and reduce debtor days.
• Maintain payment receivable balance sheets and coordinate with the Accounts team for reconciliation.
• Calculate interest for delayed payments and ensure timely follow-ups.

Process & Strategy:

• Implement and improve CRM processes, SOPs, and systems.
• Ensure all customer interactions align with brand guidelines and high service standards.
• Contribute to strategic planning, negotiation of contracts, and operational audits.

Reporting & Compliance:

• Regularly report CRM KPIs, customer feedback, collection status, and escalation updates to senior leadership.
• Maintain data accuracy, system hygiene, and regulatory compliance across CRM tool.

Client Engagement & Business Support:

• Support business development through customer feedback, referral programs, and community engagement.
• Build long-term relationships with clients, investors, and channel partners.
• Contribute to customer engagement events, surveys, and loyalty programs.
• Excellent verbal and written communication skills
• Proven leadership & team management abilities
• Strong interpersonal, negotiation, and public relations skills
• Strategic thinking and problem-solving mindset
• Conflict resolution and escalation handling expertise
• Process-driven with strong attention to detail
• Knowledge of real estate tools, CRM systems, and industry documentation
• Analytical and logical reasoning capabilities
• Customer-centric mindset with a focus on satisfaction and retention

Preferred Qualifications:

• Bachelor’s/Master’s degree in Business Administration, Marketing, or a related field.
• Experience in reputed real estate firms or similar customer-facing industries.

Why Join Us?

• Work in a dynamic real estate environment with opportunities to grow.
• Be part of a customer-first culture driven by values and innovation.
• Lead impactful customer experience initiatives.