Senior Relationship Manager - CRM

Paradigm Realty; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Paradigm Realty in Mumbai (Borivali) seeks a Senior Relationship Manager to drive Front-End CRM activities across the property-buying journey. You will manage customer relationships, resolve escalations, coordinate onboarding and documentation, and ensure timely project updates.

The role requires 4–6 years of CRM/relationship experience, strong communication, and interdepartmental coordination to maintain service quality and adherence to turnaround times.

Qualifications

• 4–6 years of experience in CRM/relationship management.
• Experience in real estate or property buying journey preferred.
• Excellent communication and stakeholder coordination skills.

Responsibilities

• Lead CRM initiatives and monitor performance.
• Manage customer relationships and resolve escalations.
• Coordinate onboarding, documentation, and project updates.
• Coordinate with internal departments and ensure timely communications.
• Support possession handover and collections.
• Ensure CRM data accuracy and reporting.

Skills

CRM Leadership

Relationship Management

Escalation Handling

Onboarding Coordination

Customer Communication

Possession Coordination

Collections Coordination

Interdepartmental Coordination

CRM Systems

MIS Reporting

Process Compliance

Stakeholder Management

Tools

CRM Software

Job description

To manage the Front-End CRM activities and ensure a seamless customer experience throughout the property-buying journey, from booking and customer onboarding to agreement execution, construction updates, possession, and post-possession support.

The role is responsible for managing customer relationships, resolving escalations, ensuring timely communication, coordinating with internal departments, monitoring team performance, and maintaining service quality in line with company policies and defined turnaround times.

Experience: 4-6 Years

Location: Borivali, Mumbai

Key Responsibilities:-

• CRM Leadership & Performance Management
• Customer Relationship Management
• Customer Escalation & Complaint Management
• Customer Onboarding & Documentation Coordination
• Customer Communication & Project Updates
• Possession & Handover Coordination
• Collections Coordination
• Interdepartmental Coordination
• CRM Systems, MIS & Reporting
• Process Compliance & Continuous Improvement

Key Performance Indicators (KPIs)

The senior relationship manager will be evaluated against the following measurable performance indicators:

1. Customer Complaint Resolution: Percentage of complaints resolved within the defined TAT.
2. Customer Response TAT: Timeliness of responses to customer emails, queries, and service requests.
3. Escalation Management: Reduction in ageing complaints and repeat escalations.
4. Customer Satisfaction: Customer feedback scores and service satisfaction ratings, wherever measured.
5. Team Productivity: Achievement of team targets, task completion, and individual performance objectives.
6. Customer Communication: Timely and accurate communication of project updates and customer milestones.
7. Documentation Coordination: Timely follow-up and closure of customer documentation dependencies.
8. Possession Coordination: Timely closure of customer-related activities and pending issues affecting handover.
9. Collections Support: Timeliness of payment follow-ups, customer coordination, and resolution of payment-related queries.
10. CRM Data Accuracy: Completeness and accuracy of CRM system updates and customer records.
11. Process Compliance: Adherence to SOPs, approval matrices, documentation standards, and communication protocols.
12. Stakeholder Coordination: Timely closure of interdepartmental action points and pending customer-related matters.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.