CRM - Real Estate

Artifex Hr; Chennai District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Artifex Hr is seeking a customer-centric CRM professional to lead the end-to-end lifecycle for its luxury residential projects. The role emphasizes onboarding, agreements, collections, and post-possession support to ensure an exceptional customer experience across all touchpoints.

The incumbent will partner with Sales, Legal, Finance, Engineering, and Projects to drive revenue, governance, and process excellence, while maintaining high standards of communication and transparency throughout the

Qualifications

• Experience in CRM for luxury real estate or high-touch projects preferred.
• Strong communication and relationship-building skills.

Responsibilities

• Lead end-to-end customer lifecycle for luxury residential projects.
• Drive collections aligned with construction milestones and payment schedules.
• Coordinate with Sales, Legal, Finance, Projects, and QS teams for seamless execution.
• Design and implement luxury-grade customer experience across touchpoints.
• Establish escalation mechanisms and service recovery processes.
• Monitor customer metrics and ensure timely handover to residents.
• Collaborate on events, campaigns, and community engagement initiatives.

Skills

CRM expertise

Customer lifecycle management

Cross-functional coordination

Tools

ERP systems

Job description

About the Role

We are seeking a highly customer-centric, process-driven, and execution-oriented CRM professional to lead the end-to-end customer lifecycle for its luxury residential and plotted development projects. The role is pivotal in delivering an exceptional customer experience from booking to possession and beyond, while ensuring strong collections, customer advocacy, operational efficiency, and cross-functional coordination.

Key Responsibilities

1. Customer Lifecycle Management

• Own and manage the complete post-sales customer journey including:
• Customer onboarding
• Welcome communication
• Agreement execution
• Construction-linked collections
• Home loan coordination
• Customization management
• Registration
• Snag management
• Handover & possession
• Post-possession support
• Resident welfare association / association handover
• Ensure seamless customer experience across all touchpoints with proactive communication and service excellence.

2. Collections & Revenue Management

• Drive timely collections aligned with construction milestones and payment schedules.
• Monitor receivables, overdue accounts, and collection efficiency metrics.
• Coordinate with finance and sales teams to improve cash flow predictability.
• Handle payment escalations, banking coordination, and customer negotiations where required.
• Ensure adherence to collection TATs and compliance processes.

3. Customer Experience & Escalation Management

• Act as the primary escalation point for high-priority customer concerns.
• Build robust grievance redressal mechanisms and service recovery frameworks.
• Improve customer satisfaction and referral generation through proactive engagement.
• Maintain high standards of customer communication, transparency, and responsiveness.

4. Luxury Customer Experience & Relationship Excellence

• Design and deliver a luxury-grade customer experience framework inspired by premium hospitality standards, ensuring every customer interaction across the lifecycle is proactive, personalized, emotionally engaging, and service-oriented.
• Build a white-glove ownership journey through high-touch communication, milestone engagement, concierge-style support, rapid escalation resolution, and curated customer delight initiatives.

5. Cross-Functional Coordination

• Collaborate closely with the following teams:
• Sales & Marketing
• Legal
• Finance
• Engineering
• Projects
• QS
• Facility Management
• Ensure timely closure of dependencies related to:
• Documentation
• Approvals
• Registrations
• Customizations
• Snag rectification
• Handover readiness

6. Process Excellence, Governance & Reporting

• Design and implement scalable CRM processes and SOPs.
• Improve operational efficiency through automation, dashboards, and process optimization. Efficiently navigate and use ERP softwares.
• Track and publish MIS reports, customer dashboards, collection reports, and project status updates.
• Ensure CRM processes are compliant with RERA and internal governance standards.
• Monitor SLA adherence and identify opportunities for continuous improvement.

7. Referral & Customer Advocacy

• Drive referral programs and customer engagement initiatives.
• Build long-term customer relationships that improve repeat business and brand advocacy.
• Partner with marketing teams on customer events, campaigns, and community engagement initiatives.