Team Lead - CRM

Kohinoor Group Pune; Maharashtra; Presencial; INR 1 200 000 - 2 000 000; Tempo integral

Resumo da oferta

Kohinoor Group Pune seeks an experienced CRM Team Lead to manage the customer relationship management function for its real estate projects. You will oversee the complete customer lifecycle from booking and documentation to possession, collections, and post-sales service, ensuring high customer satisfaction.

The role requires strong experience in real estate CRM, customer servicing, team management, collections coordination, and CRM systems, along with excellent communication and problem-solving

Qualificações

• Experience managing a CRM/customer service team in real estate.
• Strong client communication and problem-solving abilities.
• Proven ability to optimize CRM processes and MIS reporting.

Responsabilidades

• Lead the CRM team to handle queries, requests, and complaints.
• Oversee the end-to-end post-sales lifecycle from booking to possession.
• Coordinate collections, payments, and documentation with relevant teams.
• Ensure timely communication of payment schedules and updates.

Conhecimentos

CRM Leadership

Team Management

Customer Servicing

Real Estate CRM

Communication Skills

Formação académica

Bachelor's degree in Business/Admin/Commerce

Descrição da oferta de emprego

We are looking for an experienced and results-driven CRM Team Lead to manage and lead the customer relationship management function for our real estate projects. The role will be responsible for overseeing the complete customer lifecycle—from booking and documentation to possession, collections, and post-sales service—while ensuring a high level of customer satisfaction.

The ideal candidate should have strong experience in real estate CRM, customer servicing, team management, collections coordination, and CRM systems, along with excellent communication and problem-solving skills.

Key Responsibilities

Customer Relationship Management

• Lead the CRM team and ensure smooth handling of customer queries, requests, and complaints.
• Manage the complete post-sales customer journey from booking to possession and beyond.
• Ensure timely communication with customers regarding payment schedules, construction updates, documentation, possession, and handover.
• Develop strong customer relationships and improve customer satisfaction and retention.

Team Management

• Manage, mentor, and monitor the performance of CRM executives/officers.
• Allocate customers and responsibilities among team members.
• Set team targets, track performance, and conduct regular reviews.
• Train team members on CRM processes, communication standards, documentation, and customer service.
• Ensure adherence to company policies, SOPs, and compliance requirements.

Collections & Payment Coordination

• Monitor customer payment schedules and outstanding receivables.
• Coordinate with the Sales and Finance teams regarding collections and payment follow-ups.
• Ensure timely communication of demand letters, payment reminders, and other financial communications.
• Assist in resolving customer payment-related issues and discrepancies.

Documentation & Possession

• Oversee agreement execution, registration, documentation, and customer records.
• Coordinate with Legal, Finance, Sales, Projects, and other internal teams to resolve customer issues.
• Manage possession scheduling, snagging/inspection, handover, and related documentation.
• Ensure accurate and timely updating of customer information in the CRM system.

CRM & MIS

• Ensure accurate and up-to-date customer data in the CRM system.
• Prepare and review MIS reports covering collections, customer complaints, documentation, possession, and pending activities.
• Track CRM KPIs, turnaround times, customer satisfaction, and team productivity.
• Identify process gaps and recommend improvements to CRM systems and workflows.
• Handle escalated customer complaints and provide timely resolutions.
• Coordinate with relevant departments to resolve complex customer issues.
• Maintain professional communication with customers, including high-value/VIP customers.
• Minimize customer grievances and improve overall service experience.

Customer Escalation Management

• Handle escalated customer complaints and provide timely resolutions.
• Coordinate with relevant departments to resolve complex customer issues.
• Maintain professional communication with customers, including high-value/VIP customers.
• Minimize customer grievances and improve overall service experience.

Requirements

Job Summary

Customer Relationship Management

• Lead the CRM team and ensure smooth handling of customer queries, requests, and complaints.
• Manage the complete post-sales customer journey from booking to possession and beyond.
• Ensure timely communication with customers regarding payment schedules, construction updates, documentation, possession, and handover.
• Develop strong customer relationships and improve customer satisfaction and retention.

Team Management

• Manage, mentor, and monitor the performance of CRM executives/officers.
• Allocate customers and responsibilities among team members.
• Set team targets, track performance, and conduct regular reviews.
• Train team members on CRM processes, communication standards, documentation, and customer service.
• Ensure adherence to company policies, SOPs, and compliance requirements.

Collections & Payment Coordination

• Monitor customer payment schedules and outstanding receivables.
• Coordinate with the Sales and Finance teams regarding collections and payment follow-ups.
• Ensure timely communication of demand letters, payment reminders, and other financial communications.
• Assist in resolving customer payment-related issues and discrepancies.

Documentation & Possession

• Oversee agreement execution, registration, documentation, and customer records.
• Coordinate with Legal, Finance, Sales, Projects, and other internal teams to resolve customer issues.
• Manage possession scheduling, snagging/inspection, handover, and related documentation.
• Ensure accurate and timely updating of customer information in the CRM system.

CRM & MIS

• Ensure accurate and up-to-date customer data in the CRM system.
• Prepare and review MIS reports covering collections, customer complaints, documentation, possession, and pending activities.
• Track CRM KPIs, turnaround times, customer satisfaction, and team productivity.
• Identify process gaps and recommend improvements to CRM systems and workflows.
• Handle escalated customer complaints and provide timely resolutions.
• Coordinate with relevant departments to resolve complex customer issues.
• Maintain professional communication with customers, including high-value/VIP customers.
• Minimize customer grievances and improve overall service experience.

Customer Escalation Management

• Handle escalated customer complaints and provide timely resolutions.
• Coordinate with relevant departments to resolve complex customer issues.
• Maintain professional communication with customers, including high-value/VIP customers.
• Minimize customer grievances and improve overall service experience.

Candidate Profile

Education:

Bachelor’s degree in Business Administration, Marketing, Commerce, or a related field. MBA/PGDM is an advantage.

Experience:

• 10+ years of relevant experience in CRM/customer relations, preferably with residential/commercial real estate projects.
• Prior experience managing a CRM/customer service team is preferred.