Senior Customer Relationship Manager

Climate Connections; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Climate Connections is seeking a Senior CRM Manager to oversee the CRM platform, ensure data integrity, and optimize workflows across marketing, sales, and operations in Bengaluru.

You will streamline the lead funnel from inquiry to possession, automate communications (Email/WhatsApp/SMS), track ROI, and drive customer lifecycle initiatives, including loyalty programs and post-sales processes.

Qualifications

• Experience with real estate CRMs (Sell.Do, Farvision) or enterprise tools (Salesforce, Hubspot).
• Strong ability to turn raw data into sale-to-inquiry and cost-per-lead metrics.
• Understanding of RERA guidelines, payment plans (CLP, Down Payment), and typical 6–12 month buying cycle.
• Excellent written and verbal communication suited for customer touchpoints.

Responsibilities

• Own the end-to-end CRM platform, ensuring data integrity and integration with channels.
• Automate workflows for lead distribution, site visits, and follow-up reminders.
• Design and execute personalized communication journeys across Email/WhatsApp/SMS.
• Collaborate with Sales, Marketing, and CRM Ops for payments and collections.
• Analyze lead quality and track ROI and KPIs to inform strategy.

Skills

CRM platforms

Data analytics

Real estate domain knowledge

Professional communication

Job description

Hiring Senior CRM Manager !

The Senior CRM Manager will oversee the implementation, management, and optimization of the Customer Relationship Management (CRM) system. You will be responsible for streamlining the sales funnel, managing customer databases, and enhancing the overall lifecycle of a homebuyerfrom the initial inquiry to possession and loyalty programs.

Key Responsibilities

System Management & Optimization

• Own the end-to-end CRM platform, ensuring data integrity and seamless integration with lead generation channels (MagicBricks, 99acres, Facebook Ads, etc.).
• Automate workflows for lead distribution, site visit scheduling, and follow-up reminders.
• Generate real-time reports and dashboards to track sales performance, inventory status, and marketing ROI.

Customer Lifecycle & Retention

• Design and execute personalized communication journeys (Email/WhatsApp/SMS) for various stages: New Lead, Site Visit Done, Booking Confirmed, and Post-Sales.
• Manage \"Referral & Loyalty\" programs to encourage existing homeowners to refer new buyers.
• Oversee the \"Post-Sales\" module, including payment reminders, demand letter automation, and documentation tracking.

Lead Management & Analytics

• Analyze lead quality and \"drop-off\" points in the sales funnel to provide actionable insights to the Marketing team.
• Monitor the Turnaround Time (TAT) of the sales team in responding to fresh inquiries.
• Conduct database mining to re-engage \"cold\" leads with new project launches or special offers.

Inter-Departmental Collaboration

• Work closely with the Sales Team to ensure they are utilizing the CRM effectively for daily calling and meetings.
• Partner with Marketing to track the performance of digital campaigns.
• Coordinate with Customer Relations (CRM Ops) for payment collections and grievance redressal.

Required Skills & Qualifications

• Technical Expertise: Proficiency in real estate-specific CRMs (Sell.Do, Farvision) or enterprise tools (Salesforce, Hubspot).
• Analytical Mindset: Ability to turn raw data into \"Sale-to-Inquiry\" ratios and \"Cost per Lead\" metrics.
• Real Estate Knowledge: Understanding of the RERA guidelines, payment plans (CLP, Down Payment), and the typical 6–12 month buying cycle.
• Communication: Strong ability to draft professional yet engaging customer touchpoints.

Success Metrics (KPIs)

• CRM Adoption Rate: Percentage of the sales team actively using the tool.
• Lead Conversion Rate: Increase in lead-to-booking percentage through better nurturing.
• Collection Efficiency: Timely recovery of dues through automated reminders.
• Customer Satisfaction (CSAT): High ratings during the post-booking and handover process.