Team Lead - CRM

Kohinoor Pulp and Paper Pvt Ltd; Pune District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Kohinoor Development Corporation seeks an experienced CRM Team Lead to manage the customer relationship management function for real estate projects. You will oversee the full 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

Qualifications

• 10+ years of CRM/customer relations experience in real estate.
• Experience leading a CRM/customer service team.
• MBA/PGDM or related MBA is an advantage.

Responsibilities

• Lead the CRM team and ensure smooth handling of customer queries, requests, and complaints.
• Oversee the complete post-sales journey from booking to possession and beyond.
• Coordinate collections and payment follow-ups with Sales and Finance teams.
• Maintain CRM data accuracy and generate MIS reports on KPIs and performance.
• Train staff on CRM processes, documentation, and service standards.

Skills

CRM

Team management

Customer servicing

Collections coordination

CRM systems

Real estate CRM

Education

Bachelor’s degree in Business Administration/Marketing/Commerce

MBA/PGDM (advantage)

Tools

CRM software

Job description

Kohinoor Development Corporation | Full time

We are looking for an experienced and results-driven CRMTeam 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 realestate CRM, customer servicing, team management, collections coordination, and CRM systems, along with excellent communication and problem-solving skills.

Key Responsibilities:

Customer Relationship Management

• Leadthe CRM team and ensure smooth handling of customer queries, requests, andcomplaints.
• Managethe complete post-sales customer journey from booking to possession and beyond.
• Ensuretimely communication with customers regarding payment schedules, constructionupdates, documentation, possession, and handover.
• Developstrong customer relationships and improve customer satisfaction and retention.

Team Management

• Manage,mentor, and monitor the performance of CRM executives/officers.
• Allocatecustomers and responsibilities among team members.
• Setteam targets, track performance, and conduct regular reviews.
• Trainteam members on CRM processes, communication standards, documentation, andcustomer service.
• Ensureadherence to company policies, SOPs, and compliance requirements.

Collections & Payment Coordination

• Monitorcustomer payment schedules and outstanding receivables.
• Coordinatewith the Sales and Finance teams regarding collections and payment follow-ups.
• Ensuretimely communication of demand letters, payment reminders, and other financialcommunications.
• Assistin resolving customer payment-related issues and discrepancies.

Documentation & Possession

• Overseeagreement execution, registration, documentation, and customer records.
• Coordinatewith Legal, Finance, Sales, Projects, and other internal teams to resolvecustomer issues.
• Managepossession scheduling, snagging/inspection, handover, and relateddocumentation.
• Ensureaccurate and timely updating of customer information in the CRM system.

CRM & MIS

• Ensureaccurate and up-to-date customer data in the CRM system.
• Prepareand review MIS reports covering collections, customer complaints,documentation, possession, and pending activities.
• TrackCRM KPIs, turnaround times, customer satisfaction, and team productivity.
• Identifyprocess gaps and recommend improvements to CRM systems and workflows.
• Handleescalated customer complaints and provide timely resolutions.
• Coordinatewith relevant departments to resolve complex customer issues.
• Maintainprofessional communication with customers, including high-value/VIP customers.
• Minimizecustomer grievances and improve overall service experience.

Requirements

Candidate Profile

Education

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

Experience

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