Customer Relationship Management Professional

Saya Homes; Dadri; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Saya Homes seeks an experienced Customer Relationship Manager with deep Real Estate knowledge to lead the CRM function and own the complete post-sales journey. You will oversee onboarding, documentation, possession, handover, and customer service processes while driving satisfaction and retention across multiple teams.

Key duties include implementing CRM policies, overseeing dashboards and KPIs, resolving escalations, and ensuring compliance with RERA regulations.

Qualifications

• Real estate-specific CRM experience is required.
• Candidates with 20–25 years of relevant experience preferred.

Responsibilities

• Lead the CRM function and manage the complete post-sales customer journey.
• Oversee onboarding, documentation, collections coordination, possession, and handover processes.
• Develop and implement CRM policies, SOPs, and customer service processes.
• Resolve customer queries, complaints and escalations in a timely manner.
• Monitor customer satisfaction, retention and service quality.
• Coordinate with Sales, Accounts, Legal, Projects and Collections teams.
• Manage CRM MIS, dashboards, KPIs and reporting.
• Handle high-level escalations and disputes.
• Ensure compliance with RERA and real estate regulations.
• Lead, mentor and develop the CRM team to meet objectives.
• Drive process improvements and implement tech-based solutions for better customer experience.

Skills

CRM leadership

Post-sales operations

Customer experience

Policies & SOPs

Escalation management

Tools

CRM software

Job description

Job Summary

We are looking for an experienced Customer Relationship Management with strong expertise in the Real Estate sector and comprehensive knowledge of customer relationship management, post-sales operations, and customer experience.

Key Responsibilities

• Lead the CRM function and manage the complete post-sales customer journey.
• Oversee customer onboarding, documentation, collections coordination, possession, and handover processes.
• Develop and implement effective CRM policies, SOPs, and customer service processes.
• Ensure timely resolution of customer queries, complaints, and escalations.
• Monitor customer satisfaction, retention, and service quality.
• Coordinate with Sales, Accounts, Legal, Projects, and Collections teams for smooth customer servicing.
• Manage CRM MIS, dashboards, KPIs, and management reporting.
• Handle high-level customer escalations and dispute resolution.
• Ensure compliance with applicable RERA and real estate regulations.
• Lead, mentor, and develop the CRM team to achieve operational and customer-service objectives.
• Drive process improvements and implement technology-based solutions for enhanced customer experience.

Requirements

• Only Real Estate experience candidates will be preferred.
• Minimum 20-25 years of relevant experience required.