Real Estate Customer Relationship Manager.

Shravanthi Group; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Shravanthi Group in Bengaluru is seeking an experienced CRM Manager to oversee customer relationships from booking through possession and beyond. You will coordinate CRM operations, documentation, and collections with cross-functional teams to ensure a smooth customer journey.

The ideal candidate should have 4+ years of Real Estate CRM experience, strong communication skills, and a proven track record in handling post-sales activities and customer escalations.

Qualifications

• Bachelor's degree is required in any stream.
• 4+ years of relevant experience in Real Estate CRM/Customer Relationship Management.
• Strong communication and interpersonal skills.
• Experience in collections coordination, documentation and post-sales processes.
• Ability to manage multiple customers and priorities simultaneously.

Responsibilities

• Manage the complete customer lifecycle from booking to possession and post-possession services.
• Maintain accurate customer records in the CRM system and ensure proper documentation.
• Coordinate payment schedules, collections and follow-ups with customers and finance teams.
• Oversee sale agreements, registrations, allotment letters, and related documents with legal teams.
• Coordinate possession and handover, site visits, inspections, and snagging.
• Handle customer complaints and escalations with timely resolution.
• Collaborate with Sales, Finance, Legal, Projects, Construction, Marketing and Management teams.

Skills

CRM operations

Customer communication

Team coordination

MS Excel

CRM software

Education

Bachelor's degree in any stream

Tools

MS Excel

CRM software

Reporting tools

Job description

JOB Title CRM MANAGER

Job Summary

We are looking for an experienced and result-oriented CRM Manager with 4+ years of experience in the real estate industry to manage customer relationships throughout the property buying journey, from booking to possession and beyond.

The ideal candidate should have strong experience in real estate CRM operations, customer communication, collections coordination, documentation, handover, complaint resolution, and team management. The candidate will be responsible for ensuring a smooth and positive customer experience while maintaining strong coordination between customers, sales, finance, legal, construction, and management teams.

Key Responsibilities

1. Customer Relationship Management

• Manage the complete customer lifecycle from booking to possession and post-possession services.
• Maintain strong and professional relationships with customers and ensure a high level of customer satisfaction.
• Act as the primary point of contact for customers regarding project-related queries and concerns.
• Regularly communicate project updates, payment schedules, construction progress, possession timelines, and other relevant information.
• Handle customer escalations professionally and ensure timely resolution.

2. CRM Operations

• Maintain accurate and updated customer records in the CRM system.
• Ensure proper documentation of booking forms, agreements, payment details, correspondence, and customer requests.
• Track customer interactions, commitments, complaints, and resolution status.
• Generate and maintain regular CRM reports related to bookings, collections, cancellations, customer requests, and pending activities.
• Establish and improve CRM processes, SOPs, and customer communication standards.

3. Payment & Collection Coordination

• Coordinate with customers regarding payment schedules, outstanding dues, and collection follow-ups.
• Work closely with the Finance/Accounts team to monitor customer payments and outstanding amounts.
• Send timely reminders for due payments and assist in resolving payment-related concerns.
• Maintain accurate records of receipts, payment commitments, and collection status.
• Support the team in improving collection efficiency and reducing overdue payments.

4. Agreement & Documentation

• Coordinate with customers and internal legal/documentation teams for sale agreements, registration, allotment letters, NOCs, and other required documents.
• Ensure documentation is completed accurately and within defined timelines.
• Follow up with customers for pending documents and approvals.
• Maintain proper records and ensure compliance with company processes and applicable real estate regulations.

5. Possession & Handover

• Coordinate the complete possession and handover process for customers.
• Schedule site visits, inspections, snagging, and handover appointments.
• Coordinate with construction, projects, maintenance, and facility management teams to resolve pre-handover issues.
• Ensure all possession-related documentation and formalities are completed smoothly.
• Maintain post-possession communication and support customers with service requests.

6. Complaint & Escalation Management

• Receive, analyze, and resolve customer complaints within defined turnaround times.
• Identify recurring customer issues and recommend process improvements.
• Handle difficult or escalated customers professionally while protecting the company's interests.
• Maintain a proper complaint tracker and monitor resolution timelines.
• Escalate critical issues to senior management with appropriate recommendations.

7. Cross-Functional Coordination

• Coordinate effectively with Sales, Finance, Legal, Projects, Construction, Marketing, and Management teams.
• Ensure smooth information flow between internal departments and customers.
• Follow up with respective teams to ensure customer commitments are delivered on time.
• Participate in regular review meetings and provide updates on customer-related matters.

Key Performance Indicators (KPIs)

• Customer satisfaction and retention
• Customer complaint resolution TATCollection follow-up and payment realization
• Agreement and documentation completion
• CRM data accuracy and system usage
• Customer escalation reduction
• Customer communication turnaround time
• Post-sales customer experience

Required Skills & Qualifications

• Bachelor's degree in any stream
• 4+ years of relevant experience in Real Estate CRM / Customer Relationship Management.
• Strong understanding of the real estate sales and post-sales lifecycle.
• Experience in handling property buyers, investors, and high-value customers.
• Good knowledge of real estate documentation, collections, agreements, registration, and possession processes.
• Strong communication and interpersonal skills
• Excellent negotiation and problem-solving abilities
• Strong follow-up and coordination skills
• Good knowledge of MS Excel, CRM software, and reporting tools
• Ability to manage multiple customers and priorities simultaneously
• Strong leadership and team-management skills
• Professional approach with excellent customer-handling abilities

Preferred Experience

Candidates with experience in residential real estate, plotted developments, apartments, villas, or premium/luxury projects will be preferred.

Experience in managing a large customer base and handling post-sales CRM operations, collections, possession, and customer escalations will be an added advantage.