Executive - CRM

Role summary

This role is focused on managing customer relationships and data across the full customer journey, from post-sales through property handover. The position supports retention, smoother documentation, collections follow-up, and stronger sales outcomes by coordinating with customers and internal teams.

The job also involves collecting and organizing customer information from multiple touchpoints such as websites, calls, chats, emails, direct mail, marketing material, social channels, walk-ins, and exhibitions.

Core responsibilities

• Keep customer information updated in ERP/SAP sales systems.
• Track and manage the customer lifecycle after sales.
• Improve the overall customer experience and handle escalated issues.
• Follow up on submissions, payments, collections, and demand notices.
• Support post-sales coordination, including documentation and handover activities.
• Maintain sales records, including bookings, cancellations, budgets, and MIS reports.
• Prepare and monitor key sales documents such as application forms, allotment letters, agreements, demand notices, sale deeds, tripartite agreements, and bank NOCs.
• Standardize customer data, formats, and reporting processes.
• Identify opportunities to create positive customer experiences and delight initiatives.
• Manage site visits, walk-ins, exhibitions, web enquiries, and lead follow-ups.
• Deliver product presentations and accompany customers on site visits when needed.
• Handle negotiations, maintain customer records, and keep prospects engaged through timely follow-up.
• Track invoices as construction progresses and coordinate receivables with the accounts team.
• Complete agreement and payment formalities and verify documents for registration.
• Coordinate with housing finance institutions on schemes, interest rates, and loan disbursement follow-up.
• Work with execution and facility teams to ensure units are ready for possession.
• Inspect flats before handover and support possession-related coordination.
• Respond quickly to customer enquiries through calls, emails, walk-ins, and other communication channels.
• Analyze customer feedback and share insights with sales and marketing teams.
• Keep all customer records complete, centrally managed, and properly filed.
• Ensure prompt entry, filing, and dispatch of customer documents and payment receipts.
• Lead customer delight initiatives such as welcome kits for new customers.
• Coordinate with Legal, Finance, and Engineering teams on documentation-related matters.

Working relationships

The position works closely with internal teams such as Engineering, Legal, Sales and Marketing, Finance, and IT, and also interacts externally with customers, HFI teams, banks, agencies, and consultants.

Candidate profile

The ideal candidate should be a confident, clear, and articulate communicator who can encourage collaboration across the organization.