CRM Head – Real Estate

Job Description:

Job Title: CRM Head – Real Estate
Location: Navi Mumbai, Maharashtra
Experience: Minimum 5 Years in Real Estate CRM
Salary: ₹4.20 – ₹6.00 LPA 

Job Summary:

We are looking for an experienced CRM Head to manage end-to-end CRM operations across real estate projects. The candidate will be responsible for customer relationship management, booking and documentation, collections, payment follow-ups, grievance handling, team management, and coordination with internal departments to ensure smooth customer service from booking to possession.

Key Responsibilities:

1. Manage end-to-end CRM operations across real estate projects.

2. Supervise customer bookings, cancellations, transfers, and documentation.

3. Maintain customer KYC, booking forms, agreements, registration, and possession records.

4. Monitor payment schedules, collections, outstanding dues, and payment follow-ups.

5. Ensure timely issuance of demand letters, payment reminders, and account statements.

6. Coordinate agreement execution, registration, and possession formalities.

7. Handle escalated customer queries, complaints, and grievances.

8. Coordinate with Sales, Accounts, Legal, Construction, and Site teams to resolve customer issues.

9. Maintain accurate CRM data, flat inventory, booking status, and customer transaction records.

10. Prepare and review MIS reports on bookings, collections, outstanding payments, cancellations, complaints, and possession status.

11. Establish and monitor CRM processes, SOPs, and customer service standards.

12. Lead, train, and monitor the CRM team to ensure efficient operations.

13. Identify process gaps and improve CRM workflows and customer communication.

14. Coordinate with CRM software providers for system improvements and issue resolution.

15. Ensure customer data confidentiality and compliance with company policies.

Required Qualifications & Skills:

1. Graduate in any discipline; Commerce or Business Administration preferred.

2. Minimum 5 years of experience in Real Estate CRM.

3. Prior experience managing a CRM team or department.

4. Strong knowledge of real estate bookings, documentation, payment schedules, agreements, registration, and possession processes.

5. Experience in customer grievance handling and cross-functional coordination.

6. Proficiency in MS Excel, MIS reporting, and CRM software. Salesforce experience is an added advantage.

7. Strong leadership, communication, problem-solving, and decision-making skills.

8. Good organizational skills and attention to detail.

Key Performance Indicators (KPIs):

1. Timely completion of CRM operations.

2. Customer satisfaction and grievance resolution.

3. Accuracy of customer documentation and CRM records.

4. Timely collection follow-ups and tracking of outstanding payments.

5. Timely completion of agreements, registration, and possession formalities.

6. CRM team productivity and process compliance.

7. Accuracy and timely submission of MIS reports.

8. Improvement in CRM processes and operational efficiency.

Compensation:

Salary will be offered based on the candidate's experience, last-drawn salary, and interview performance. Performance-based increments may be applicable.

Candidate Preference:

Candidates with strong Real Estate CRM experience, team management skills, and knowledge of the complete customer lifecycle from booking to possession are encouraged to apply.