Manager - CRM

Kean Construction; Mumbai City; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Kean Construction Pvt Ltd in Mumbai seeks a Manager - CRM to lead the CRM team, drive end-to-end customer lifecycle from booking to possession and post-possession support, and ensure timely, customer-focused service delivery.

The role requires 8-12 years of experience with strong RERA compliance knowledge and proficiency in CRM/ERP systems such as Farvision or Salesforce. You will coordinate with Sales, Legal, Finance, Projects, and Facilities for seamless processes and MIS reporting.

Qualifications

• . Lead the CRM team to ensure timely, efficient, and customer-focused service delivery.
• . Manage end-to-end customer lifecycle from booking to possession and post-possession support.
• . Drive collection targets; review and approve demand letters, payment reminders, and reconciliations.
• . Handle escalated customer issues with tact and ensure effective resolution.
• . Oversee execution and registration of agreements, RERA compliance, and documentation accuracy.
• . Coordinate with Sales, Legal, Finance, Projects, and Facility teams for seamless process execution.

Responsibilities

• Lead the CRM team to ensure timely, efficient, and customer-focused service delivery.
• Manage end-to-end customer lifecycle from booking to possession and post-possession support.
• Drive collection targets; review and approve demand letters, payment reminders, and reconciliations.
• Handle escalated customer issues with tact and ensure effective resolution.
• Oversee execution and registration of agreements, RERA compliance, and documentation accuracy.

Skills

CRM systems

ERP systems

Communication

RERA compliance

Data analytics

Stakeholder mgmt

Team leadership

Education

Any Graduate/ Post Graduate

Tools

Farvision

Salesforce

Job description

REQUIREMENT: Manager - CRM

QUALIFICATIONS: Any Graduate/ Post Graduate

EXPERIENCE: 8 -12 years.

LOCATION: HEAD OFFICE / SITE

CTC OFFERED: Best in the industry

INDUSTRY: Real Estate

COMPANY: Kean Construction Pvt Ltd

JOB DESCRIPTION:

• Lead the CRM team to ensure timely, efficient, and customer-focused service delivery.
• Manage end-to-end customer lifecycle from booking to possession and post-possession support.
• Drive collection targets; review and approve demand letters, payment reminders, and reconciliations.
• Handle escalated customer issues with tact and ensure effective resolution.
• Oversee execution and registration of agreements, RERA compliance, and documentation accuracy.
• Coordinate with Sales, Legal, Finance, Projects, and Facility teams for seamless process execution.
• Monitor delayed payments, interest calculations, and ensure compliance with company policies.
• Plan and supervise the possession and handover process ensuring customer satisfaction.
• Maintain updated and organized customer data (digital and physical records).
• Prepare MIS reports and dashboards on collections, documentation, and service metrics for management review.
• Identify areas for process improvement and implement initiatives to enhance customer experience.

Skills & Competencies:

• Excellent communication and interpersonal skills
• Strong understanding of real estate documentation and RERA compliance
• Proficiency in CRM and ERP systems (Farvision / Salesforce etc.)
• Analytical and data-driven approach
• Problem-solving and conflict-resolution skills
• Ability to lead a team and manage multiple stakeholders

REPORTING TO: DGM/ GM CRM.

LOCATION: Site Office/ HO