Description:

Position: Manager

Function: CRM

Experience: 10 to 12 Years

Location: Nambiar D25 Sarjapur road.

Position description:

The Manager CRM will be responsible for leading the customer relationship function post-sales, driving operational excellence, enhancing customer experience, and ensuring timely collections and handovers.

This role demands a strategic mindset, strong team management skills, and the ability to align CRM operations with business goals.

Key Responsibilities:

Leadership & Strategy:

- Develop and implement CRM strategies aligned with organizational goals and customer expectations.

- Lead and mentor a team of CRM executives and assistant managers.

- Design and improve processes to enhance customer lifecycle management from booking to possession.

Customer Experience Management:

- Serve as the escalation point for high-value customers and complex issues.

- Monitor customer satisfaction and implement initiatives to improve experience and retention.

- Drive customer engagement through communication plans, project updates, and service touchpoints.

Collections & Documentation:

- Ensure timely collection of payments as per defined milestones.

- Oversee preparation, validation, and execution of customer documents such as agreements, allotment, Bank Documents and possession letters.

- Ensure compliance with RERA and internal documentation standards.

Cross-Functional Collaboration:

- Work closely with Sales, Finance, Legal, and Project Execution teams to deliver a seamless customer journey.

- Participate in cross-departmental meetings to ensure alignment on project timelines, readiness, and delivery schedules.

Technology & Reporting:

- Manage and optimize CRM platforms (e.g., Salesforce and SAP) for efficient tracking and communication.

- Analyze data and generate insights to drive improvements in CRM processes and customer engagement.

- Present periodic MIS reports to leadership on collections, complaints, handovers, and satisfaction metrics.

Skills Required:

- Strong leadership, interpersonal, and analytical skills.

- Proficiency in CRM software, MS Excel, and data-driven decision-making.

- Customer-centric mindset with strong problem-solving ability.

- Fluent in English; knowledge of local language(s) is advantage.

Qualification:

- Graduate with an BE CIVIL/MBA Operations / Customer Experience Management preferred.

- 10 to 12 years of experience in real estate CRM, with at least 6 to 8 years in a managerial role.

What We Offer:

- Competitive salary commensurate with experience.

- Opportunities for professional development and career advancement.

- A collaborative and supportive work environment.

If you are a customer-focused professional with a passion for excellence in the real estate industry, we invite you to apply for the Manager - CRM position at Nambiar Builders Pvt Ltd