Manager - CRM

Keka Technologies Private Limited; Maharashtra; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Keka Technologies Private Limited is seeking a CRM-focused professional to lead end-to-end CRM initiatives across pre-sales, sales, and post-sales. You will design and automate customer journeys using Salesforce, Zoho, and HubSpot, while ensuring precise segmentation and ongoing data hygiene.

You will own the customer experience from booking through possession, crafting stage-wise communication flows and implementing feedback mechanisms for continuous improvement.

Qualifications

• Develop and implement end-to-end CRM strategy across pre-sales, sales, and post-sales.
• Create automated and manual customer journeys using CRM tools (e.g., Salesforce, Zoho, HubSpot).
• Ensure accurate segmentation and targeting of potential and existing customers.
• Own the customer experience from booking to possession and beyond.
• Design communication flows for every stage (welcome emails, payment reminders, construction updates, handover, etc.).
• Implement feedback loops to improve customer experience.
• Oversee CRM tool implementation, customization, and integration with other platforms (ERP, marketing tools, etc.).
• Ensure data hygiene, integrity, and regular audits of the CRM database.
• Train and support sales and service teams on CRM best practices.
• Develop dashboards and KPIs to track customer engagement, sales conversions, and service metrics.
• Analyze customer behavior, identify trends, and recommend data-driven improvements.
• Coordinate with Sales, Marketing, Finance, Legal, and Customer Service to ensure smooth customer interactions.
• Act as the voice of the customer in internal meetings.
• Ensure all customer communication and documentation comply with RERA and company policies.
• Maintain proper records of all customer interactions and agreements.

Responsibilities

• Design and implement CRM strategy across pre-sales, sales, and post-sales.
• Create customer journeys using CRM tools and ensure accurate segmentation.
• Oversee CRM system management including integrations and data hygiene.
• Build dashboards to monitor engagement, conversions and service metrics.
• Collaborate with cross-functional teams and advocate for customer needs.

Skills

CRM strategy

Customer journeys

CRM systems

Dashboards & KPIs

Stakeholder collaboration

Compliance

Documentation

Training & support

Tools

Salesforce

Zoho

HubSpot

Job description

Develop and implement the end-to-end CRM strategy across pre-sales, sales, and post-sales functions.

Create automated and manual customer journeys using CRM tools (e.g., Salesforce, Zoho, HubSpot).

Ensure accurate segmentation and targeting of potential and existing customers.

2. Customer Lifecycle Management

Own the customer experience from booking to possession and beyond.

Design communication flows for every stage (welcome emails, payment reminders, construction updates, handover, etc.).

Implement feedback loops to improve customer experience.

3. CRM System Management

Oversee CRM tool implementation, customization, and integration with other platforms (ERP, marketing tools, etc.).

Ensure data hygiene, integrity, and regular audits of the CRM database.

Train and support sales and service teams on CRM best practices.

4. Reporting & Analytics

Develop dashboards and KPIs to track customer engagement, sales conversions, and service metrics.

Analyze customer behavior, identify trends, and recommend data-driven improvements.

5. Stakeholder Collaboration

Coordinate with Sales, Marketing, Finance, Legal, and Customer Service to ensure smooth customer interactions.

Act as the voice of the customer in internal meetings.

6. Compliance & Documentation

Ensure all customer communication and documentation comply with RERA and company policies.

Maintain proper records of all customer interactions and agreements.