Senior Executive-CRM

Larsen & Toubro; Chennai District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Larsen & Toubro in Chennai is seeking an RM - CRM to manage customer interactions across the lifecycle, enhance experience, and drive sales growth in the real estate vertical. You will handle post-sales handover, documentation, collections, and follow-ups, coordinating with multiple internal teams.

The role requires 5–10 years of real estate CRM experience, plus strong skills in data analysis, ERP/SAP, and customer retention strategies. A graduate or MBA in a related field is preferred.

Qualifications

• Experience in real estate Sales/CRM with strong customer retention focus.
• Strong communication and collaboration across departments.
• Ability to analyze customer data to drive sales initiatives.

Responsibilities

• Manage and analyze customer interactions to improve relationships and drive sales growth.
• Update and maintain data in ERP/SAP Sales Module.
• Handle post-sales activities, documentation, and follow-ups with customers.
• Coordinate with Legal/ Finance/ Engineering teams on customer docs.
• Prepare MIS and sales reports; monitor collections and timelines.
• Lead customer delight initiatives and site visits.

Skills

CRM strategy execution

Customer lifecycle management

Stakeholder coordination

Education

MBA / Postgraduate in related field

Tools

ERP/SAP (Sales Module)

Job description

Job Description For RM - CRM

Key purpose of the job:. To manage and analyse customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. Handle customers from post sales stage till handover of the property, collection, documentation or any other paperwork on behalf of the company or the client. Compile information on customers across different channels / points of contact between the customer and the company (website, telephone, live chat, direct mail, marketing materials and social media).

Key Accountabilities

• Up-dation of data in ERP/ SAP (Sales Module).
• Managing Customer Lifecycle
• Enhance Customer Experience
• Follow-up on submittals
• Collections/ Payment Follow Ups with Customer
• Drive post sales activity
• Address and manage escalated customer queries
• Improving business relationship with Customers & Customer retention
• Sales & CRM budget, MIS reports, bookings and cancellations.

Strategic

• Monitor and maximize customer lifetime value strategies.
• Plan & Monitor accurate and timely sales documentation - Eg – Application forms, Allotment Letters, Agreement for Sale / Construction, Demand Notices, Sale Deeds, Tripartite Agreements/NOC for Banks

Operational

• To contribute to the overall standardization of data, formats and MIS
• To conceptualize & identify opportunities to create and implement customer delight
• Managing site visits and walk -ins during property exhibition.
• Managing web site and walk in enquiries.
• Follow up of all walk-in prospects and exhibition prospects and converting them to clients.
• To give product presentations and arrange site visits for clients and also accompany them to ensure better understanding of the product.
• Managing customer queries, negotiation with buyers, maintaining customer data and follow up with customers.
• Monitoring the invoices as per the site progress.
• Management of receivables, Coordination with accounts for tracking weekly and monthly collections.
• Completing formalities related to agreement and payment disbursement, Verifying agreements for registration.
• Tie up with HFIs concerning the new schemes, rate of interest, and follow up for client’s loan disbursement.
• Formulating budgets, MIS reports, bookings and cancellations.
• Updation of data in ERP/ SAP (Sales Module).
• Co-ordination with the execution team, facility team for units to be ready for handing over possession.
• Inspecting of flats before handing over possession.
• To ensure prompt responsiveness on sales enquires (viz. customer calls, emails, walk-ins and other correspondence) so as to maximize sales conversions
• To monitor sales collections and ensure regular follow-up & sending demand notices for the same – to red flag issues
• To analyze feedback from customers and the trends to sales queries and provide feedback to the Sales and Marketing teams
• To ensure complete and comprehensive documentation of all customer related records and ensure the database is centrally managed
• To ensure data entry and detailed filing of all documents received
• To ensure prompt dispatch of receipts for customer payments/ documents received
• To lead and implement ‘customer delight’ initiatives – e.g. welcome kits for new customers
• To coordinate with Legal/ Finance/ Engineering teams on customer documentation related issues

Internal & External Interactions

Internal: Engineering, Legal, Sales and Marketing, Finance, IT departments

External: Customers, HFI Team, Bank, Agencies, Consultants

Education & Experience Requirement

• Graduate/ Post Graduate/ MBA with a minimum 5- 10 Years of Experience in real estate Sales/CRM
• Strong background in customer acquisition, re-engagement and retention strategies.
• A Confident and articulate communicator capable of inspiring strong collaboration in the organisation