CRM - Manager/ Sr. Manager

Global Edifice; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Global Edifice in Bengaluru seeks a CRM-driven professional to manage the complete customer lifecycle from booking to possession and handover. You will resolve queries, coordinate with cross-functional teams, and ensure timely, compliant communications and MIS reporting.

The role demands strong negotiation, communication, and team leadership skills to meet deadlines in a fast-paced real estate environment.

Qualifications

• Experience managing CRM/customer lifecycle in real estate.
• Strong communication and negotiation skills.
• Proven ability to handle multiple escalations and deadlines.
• Experience with MIS reporting and CRM software.

Responsibilities

• Manage the complete customer lifecycle from booking to possession and handover.
• Handle customer queries, complaints, escalations, and ensure timely resolution.
• Coordinate with Sales, Presales, Accounts, Legal, Projects, and Documentation teams.
• Monitor booking documentation, agreements, payment schedules, collections, and demand letters.
• Ensure timely communication with customers regarding project updates, payments, registration, possession, and handover.
• Maintain accurate CRM records, customer data, and MIS reports.
• Track collections, pending payments, cancellations, transfers, and other customer requests.
• Develop and monitor SOPs and TATs for customer service and CRM processes.
• Lead and manage the CRM team, ensuring service quality and customer satisfaction.
• Prepare regular management reports and dashboards on bookings, collections, customer issues, and pending actions.

Skills

CRM management

Real estate

Customer lifecycle

Negotiation

Communication

Team handling

MIS reporting

CRM software

Job description

Role & responsibilities

• Manage the complete customer lifecycle from booking to possession and handover.
• Handle customer queries, complaints, escalations, and ensure timely resolution.
• Coordinate with Sales, Presales, Accounts, Legal, Projects, and Documentation teams.
• Monitor booking documentation, agreements, payment schedules, collections, and demand letters.
• Ensure timely communication with customers regarding project updates, payments, registration, possession, and handover.
• Maintain accurate CRM records, customer data, and MIS reports.
• Track collections, pending payments, cancellations, transfers, and other customer requests.
• Develop and monitor SOPs and TATs for customer service and CRM processes.
• Lead and manage the CRM team, ensuring service quality and customer satisfaction.
• Prepare regular management reports and dashboards on bookings, collections, customer issues, and pending actions.

Preferred candidate profile

• CRM/customer relationship management, preferably in the real estate industry.
• Strong experience in booking-to-possession customer lifecycle management.
• Good understanding of real estate documentation, collections, agreements, registration, and possession processes.
• Excellent communication, customer handling, negotiation, and problem-solving skills.
• Experience in team handling, MIS reporting, CRM software, and customer data management.
• Ability to manage multiple customer escalations and deadlines effectively.
• Customer-focused, proactive, organized, and capable of working in a fast-paced real estate environment.