Crm Lead

THE GUARDIANS REAL ESTATE ADVISORY; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

The Guardians Real Estate Advisory in Mumbai seeks a Team Leader CRM to drive post-sales customer relationships and lead a CRM team. You will coordinate with multiple departments to ensure swift issue resolution and high customer satisfaction across the lifecycle.

Ideal candidates have 5–8 years in CRM within real estate, strong communication, and proficiency with CRM tools and MS Office. This role emphasizes policy compliance, MIS reporting, and mentoring the team.

Qualifications

• Bachelor's degree in any discipline; MBA preferred.
• 5-8 years of experience in CRM, customer service, or post-sales operations within real estate.
• Strong understanding of real estate sales and post-sales processes.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software and MS Office applications.
• Ability to handle multiple stakeholders and work in a fast-paced environment.

Responsibilities

• Lead and manage the CRM team to ensure excellent customer service and timely resolution of customer queries.
• Handle post-sales customer interactions, including booking, documentation, payment follow-ups, and possession processes.
• Monitor customer grievances and ensure prompt resolution within defined timelines.
• Coordinate with Sales, Legal, Accounts, Projects, and Operations teams for smooth customer servicing.
• Maintain accurate customer records and update CRM systems regularly.
• Track customer satisfaction levels and implement initiatives to improve customer experience.
• Prepare and present periodic MIS reports, customer feedback reports, and service performance metrics.
• Ensure compliance with company policies, RERA guidelines, and customer service standards.
• Conduct team training, performance reviews, and mentoring to enhance productivity.
• Manage escalations and build strong relationships with customers to ensure a positive brand experience.

Skills

CRM

Team Handling & Leadership

Post-Sales Operations

Customer Complaint Resolution

Documentation & Coordination

MIS Reporting

Customer Retention & Satisfaction

Stakeholder Management

Real Estate CRM

RERA Compliance

Education

Bachelor's degree in any discipline

MBA preferred

Tools

CRM software

MS Office

Job description

Job description

Job Description Team Leader (CRM) | Real Estate

Position: Team Leader Customer Relationship Management (CRM)

Department: CRM / Customer Service

Industry: Real Estate

Location: Mumbai

About the Role

We are seeking an experienced and customer-focused Team Leader CRM to manage post- sales customer relationships and lead a team of CRM executives. The ideal candidate will ensure seamless customer service, timely issue resolution, and effective coordination with internal departments to enhance customer satisfaction throughout the customer lifecycle.

Key Responsibilities

• Lead and manage the CRM team to ensure excellent customer service and timely resolution of customer queries.
• Handle post-sales customer interactions, including booking, documentation, payment follow-ups, and possession processes.
• Monitor customer grievances and ensure prompt resolution within defined timelines.
• Coordinate with Sales, Legal, Accounts, Projects, and Operations teams for smooth customer servicing.
• Maintain accurate customer records and update CRM systems regularly.
• Track customer satisfaction levels and implement initiatives to improve customer experience.
• Prepare and present periodic MIS reports, customer feedback reports, and service performance metrics.
• Ensure compliance with company policies, RERA guidelines, and customer service standards.
• Conduct team training, performance reviews, and mentoring to enhance productivity.
• Manage escalations and build strong relationships with customers to ensure a positive brand experience.

Desired Candidate Profile

• Bachelor's degree in any discipline; MBA preferred.
• 5- 8 years of experience in CRM, customer service, or post-sales operations within the real estate industry.
• Strong understanding of real estate sales and post-sales processes
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software and MS Office applications.
• Ability to handle multiple stakeholders and work in a fast-paced environment.

Key Skills

• Customer Relationship Management (CRM)
• Team Handling & Leadership
• Post-Sales Operations
• Customer Complaint Resolution
• Documentation & Coordination
• MIS Reporting
• Customer Retention & Satisfaction
• Stakeholder Management
• Real Estate CRM
• RERA Compliance

About Us:

The Guardians mark the coming together of the best of minds from the Indian real estate industry, a set of professionals who have played diverse roles across their careers. Their collective experience spans over 7 decades and extends to a pan India portfolio of the best of both regional and national real estate brands. The team has till date sold over 210 lakhs sq. Ft. of carpet area in both residential and commercial real estate categories. Their success-proven over time has further accrued them incremental projects of 26,948 units i.e. worth INR 46,109 crores sold in last 8 years. The organization is today one of the leading real estate consultancies & advisory firms in the city and enduring relationships with a prestigious client portfolio of 97+ leading developers. With an enviable portfolio matched by very few of their competitors, The Guardians Real Estate Advisory today has evolved amongst the fastest-growing organizations in real estate.

Company InfoAddress:6TH FLOOR,Flat No.: 603, B & C WING C-66 G-BLOCK, Name Of Premises/Building: ONE BKC,Road/Street: JIO Trade Centre Road,,Nearby Landmark: D L Tanumal Pvt Ltd, MUMBAI, Maharashtra, India