Assistant Manager to Manager - CRM

Workplace Type

On-Site

Job ID: IJOB202661489

• Lead and manage day-to-day CRM operations across real estate projects and branches.
• Develop and implement customer relationship strategies to improve customer satisfaction, retention, and referral business.
• Supervise the complete customer lifecycle from booking and agreement to payment collection, handover, and post-sales service.
• Monitor customer booking, installment schedules, payments, outstanding dues, cancellations, transfers, and refunds.
• Manage CRM data and ensure accurate, timely, and confidential customer information in the CRM/ERP system.
• Prepare customer-wise, project-wise, and branch-wise CRM reports, MIS, dashboards, and performance analysis.
• Coordinate with Sales, Accounts, Legal, Project, Construction, and Customer Service teams to resolve customer issues.
• Monitor customer complaints, service requests, and escalations and ensure timely resolution.
• Establish and monitor CRM SOPs, service standards, communication processes, and escalation mechanisms.
• Track customer payment commitments and coordinate with Accounts and Sales teams for collection follow-up.
• Oversee documentation related to booking forms, agreements, payment schedules, possession, and handover.
• Monitor customer communication through calls, emails, SMS, and other approved channels.
• Analyze customer feedback and identify opportunities to improve service quality and customer experience.
• Prepare regular reports on collections, customer complaints, pending cases, cancellations, and service performance.
• Set team KPIs and monitor individual and team performance against defined targets.
• Conduct regular coordination meetings with relevant departments to resolve operational and customer-related issues.
• Support management in developing customer retention, recovery, and relationship-building initiatives.
• Ensure compliance with company policies, approved customer service procedures, and applicable regulatory requirements.
• Perform any other CRM and customer relationship responsibilities assigned by management.