CRM Manager

Career Path HR Solution

Mumbai Suburban

On-site

INR 1,200,000 - 1,800,000

Full time

41 hours ago

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Job summary

Career Path HR Solution in Mumbai seeks a CRM Manager to lead the CRM function and deliver a superior post-sales experience from booking to handover. You will manage a team of CRM Executives, oversee payments, documentation, and query resolution, while driving customer satisfaction and retention.

You will coordinate with Sales, Legal, Accounts and Project teams, implement process improvements, and report KPIs to senior management. Prior Real Estate/construction exposure is a plus.

Qualifications

Graduate in Business Administration, Commerce, or related fields (MBA preferred)
4-8 years of experience in CRM roles, with at least 2-3 years in a team leadership/managerial position
Prior experience in Real Estate, Construction, or other customer-facing service industries is preferred

Responsibilities

Lead and mentor the CRM team to ensure smooth post-sales operations.
Allocate tasks, monitor performance, and ensure adherence to CRM SOPs.
Review and optimize CRM processes for efficiency and better customer service.
Serve as an escalation point for customer grievances and complex cases.
Maintain high customer satisfaction scores and proactively manage relationships.
Personally handle key clients, if required, to ensure continued trust and retention.
Oversee the end-to-end payment collection process and ensure timely follow-ups.
Ensure accuracy in preparation and dispatch of demand letters, receipts, and legal documentation.
Coordinate with the Accounts and Legal teams for smooth processing and compliance.
Monitor and resolve high-priority customer complaints within defined TAT.
Implement a structured system for tracking and closing customer issues effectively.
Train the team on handling difficult clients and maintaining professionalism.
Generate and present regular reports on collections, outstanding payments, follow-ups, and customer feedback.
Identify patterns in complaints or delays and initiate corrective action.
Liaise with Sales, Legal, Accounts, and Project/Site teams to ensure accurate information flow.
Act as the communication bridge between customers and internal departments to ensure issues are addressed efficiently.

Skills

CRM leadership

Customer relationship management

Stakeholder management

Communication skills

Analytical skills

MS Excel

CRM software

Team management

Education

Bachelor's degree in Business Administration or related field

MBA preferred

Tools

Salesforce

Job description

Role Overview

The CRM Manager will be responsible for leading the Customer Relationship Management function and ensuring a superior post-sales customer experience from booking to handover. This includes managing a team of CRM Executives, overseeing payment collections, documentation, query resolution, and driving customer satisfaction and retention. The role demands strong coordination with internal departments, strategic process improvement, and regular reporting to senior management.

Job Description: CRM Manager

Position Title: CRM Manager

Location: Goregaon West

Department: Sales & Customer Relations

Reports To: Sales Head / Director

Role Overview

Key Responsibilities

Team & Process Management

Lead and mentor the CRM team to ensure smooth post-sales operations.
Allocate tasks, monitor performance, and ensure adherence to CRM SOPs.
Review and optimize CRM processes for efficiency and better customer service.

Customer Relationship Management

Serve as an escalation point for customer grievances and complex cases.
Maintain high customer satisfaction scores and proactively manage relationships.
Personally handle key clients, if required, to ensure continued trust and retention.

Payment & Documentation Oversight

Oversee the end-to-end payment collection process and ensure timely follow-ups.
Ensure accuracy in preparation and dispatch of demand letters, receipts, and legal documentation (agreements, allotment, possession letters).
Coordinate with the Accounts and Legal teams for smooth processing and compliance.

Customer Service & Grievance Redressal

Monitor and resolve high-priority customer complaints within defined TAT.
Implement a structured system for tracking and closing customer issues effectively.
Train the team on handling difficult clients and maintaining professionalism.

Reporting & Analysis

Generate and present regular reports on collections, outstanding payments, follow-ups, and customer feedback.
Identify patterns in complaints or delays and initiate corrective action.

Internal Coordination & Stakeholder Management

Liaise with Sales, Legal, Accounts, and Project/Site teams to ensure accurate information flow.
Act as the communication bridge between customers and internal departments to ensure issues are addressed efficiently.

Key Skills & Competencies

Strong leadership and people management abilities
Excellent interpersonal, communication, and negotiation skills
High customer empathy with a solution-driven approach
Strong analytical and problem-solving skills
Proficiency in CRM software, MS Office (especially Excel and Outlook)
Ability to manage multiple priorities under pressure

Preferred Qualifications

Graduate in Business Administration, Commerce, or related fields (MBA preferred)
4-8 years of experience in CRM roles, with at least 2-3 years in a team leadership/managerial position
Prior experience in Real Estate, Construction, or other customer-facing service industries is preferred

Work Conditions