Sr. CRM Manager - Post Sales

Vista Spaces; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Vista Spaces seeks a seasoned Real Estate CRM leader to manage the complete post-sales lifecycle from booking through possession and handover in Bengaluru. You will coordinate documentation, payments, registrations, and loan processes while ensuring top-notch customer service.

You will mentor the CRM team, track MIS on bookings, collections, and complaints, and collaborate with Sales, Finance, Legal, Projects, and Management to improve processes and customer experience.

Qualifications

• Graduate/Postgraduate in Business Administration, Marketing, Commerce or a related field.
• 10–12 years of relevant Real Estate CRM/Post Sales experience, preferably with residential projects.
• Strong understanding of the complete post-sales cycle from booking to possession.
• Experience in customer documentation, collections, agreements, registration, home loans and possession.
• Prior experience in managing a CRM team is preferred.
• Strong customer-handling, escalation-management and negotiation skills.
• Excellent communication and stakeholder-management skills.
• Strong knowledge of MS Excel, CRM software and MIS reporting.
• Knowledge of real-estate documentation and RERA-related processes would be an advantage.

Responsibilities

• Lead and manage the complete post-sales customer lifecycle from booking to possession and handover.
• Act as the key post-sales contact for customers after booking and ensure timely communication.
• Oversee customer documentation including booking forms, allotment letters, agreements, demand letters, payment receipts, NOCs and KYC documents.
• Monitor payment schedules and coordinate with Finance for reconciliations, receipts, refunds and adjustments.
• Coordinate registration formalities with Legal and Finance, including possession and final handover.
• Coordinate with banks and financial institutions for home loan processing, sanction, disbursement and pending documentation.
• Handle customer queries, complaints and escalations and coordinate with internal teams for timely resolution.
• Coordinate with Project/Site teams for construction updates, site visits and possession schedules.
• Lead and mentor the CRM team, allocate customer portfolios and monitor performance and pending activities.
• Prepare and review daily, weekly and monthly MIS covering bookings, collections, documentation, registration, home loans, possession and complaints.
• Identify process gaps and recommend improvements to enhance customer experience and operational efficiency.

Skills

CRM management

Post-sales experience

Stakeholder management

Communication

MS Excel

MIS reporting

Negotiation

Customer handling

Escalation management

Team management

Education

Business Administration / Commerce (Bachelor/Master)

Tools

CRM software

Job description

To lead and manage the complete post-sales customer lifecycle from booking to possession and post-handover, ensuring timely documentation, collections, registration, customer communication, grievance resolution and a seamless customer experience.

Key Responsibilities

• Manage the complete customer journey from booking to agreement, registration, possession and handover.
• Act as the key point of contact for customers after booking and ensure timely communication.
• Oversee customer documentation including booking forms, allotment letters, agreements, demand letters, payment receipts, NOCs and KYC documents.
• Monitor customer payment schedules and outstanding amounts; coordinate with Finance for reconciliation, receipts, refunds and adjustments.
• Coordinate registration formalities with customers, Legal and Finance, including possession and final handover.
• Coordinate with banks and financial institutions for home loan processing, sanction, disbursement and pending documentation.
• Handle customer queries, complaints and escalations and coordinate with internal teams for timely resolution.
• Coordinate with Project/Site teams for construction updates, customer site visits and possession schedules.
• Lead and mentor the CRM team, allocate customer portfolios and monitor performance and pending activities.
• Prepare and review daily, weekly and monthly MIS covering bookings, collections, documentation, registration, home loans, possession and complaints.
• Coordinate with Sales, Finance/Accounts, Legal, Projects, Construction, Home Loans and Management.
• Identify process gaps and recommend improvements to enhance customer experience and operational efficiency.

Candidate Profile

• Graduate/Postgraduate in Business Administration, Marketing, Commerce or a related field.
• 10–12 years of relevant experience in Real Estate CRM/Post Sales, preferably with residential projects.
• Strong understanding of the complete post-sales cycle from booking to possession.
• Experience in customer documentation, collections, agreements, registration, home loans and possession.
• Prior experience in managing a CRM team is preferred.
• Strong customer-handling, escalation-management and negotiation skills.
• Excellent communication and stakeholder-management skills.
• Strong knowledge of MS Excel, CRM software and MIS reporting.
• Knowledge of real-estate documentation and RERA-related processes would be an advantage.