Assistant Manager

Role overview

This role focuses on end-to-end customer relationship management in a real estate sales environment. The position is responsible for tracking customer interactions across the full lifecycle, strengthening customer relationships, improving retention, and supporting revenue growth. The job also involves handling customers from the post-sales stage through property handover, along with collection follow-ups, documentation, and related coordination on behalf of the company or client.

The role requires consolidating customer information from multiple touchpoints such as the website, phone calls, live chat, direct mail, marketing collateral, and social media.

Key responsibilities

• Maintain and update customer records in ERP/SAP sales modules.
• Manage the customer lifecycle and improve the overall customer experience.
• Track and follow up on submitted documents and pending actions.
• Follow up with customers for collections and payments.
• Support all post-sales activities and coordinate issue resolution.
• Handle escalated customer queries and work toward timely closure.
• Build stronger customer relationships and support retention efforts.
• Prepare and track sales and CRM budgets, MIS reports, bookings, and cancellations.
• Monitor customer lifetime value and support strategies to improve it.
• Ensure accurate and timely preparation of sales documentation such as application forms, allotment letters, agreements for sale/construction, demand notices, sale deeds, and tripartite agreements/NOCs for banks.
• Improve data consistency, reporting formats, and MIS practices.
• Identify and implement opportunities that enhance customer delight.
• Manage site visits and walk-ins during property exhibitions.
• Handle website and in-person enquiries.
• Follow up with walk-in and exhibition leads and convert prospects into customers.
• Present products to clients, arrange site visits, and accompany them for better product understanding.
• Manage customer questions, negotiations, and ongoing follow-up.
• Track invoices in line with site progress.
• Coordinate receivables and work with accounts on weekly and monthly collection tracking.
• Complete formalities related to agreements and payment disbursement, and verify agreements before registration.
• Coordinate with housing finance institutions regarding schemes, interest rates, and client loan disbursement.
• Prepare budgets, MIS reports, booking updates, and cancellation reports.
• Work with execution and facility teams to ensure units are ready for possession.
• Inspect flats before handing over possession.
• Respond quickly to sales enquiries through calls, emails, walk-ins, and other correspondence to improve conversion.
• Track sales collections closely and send demand notices where needed to identify and escalate issues.
• Review customer feedback and enquiry trends, and share inputs with sales and marketing teams.
• Keep customer records complete, centrally managed, and thoroughly documented.
• Ensure timely data entry, filing, and dispatch of receipts and customer documents.
• Support customer delight initiatives such as welcome kits for new customers.
• Coordinate with legal, finance, and engineering teams on customer-documentation matters.

Reporting and interactions

Internal teams: Engineering, Legal, Sales and Marketing, Finance, and IT.

External contacts: Customers, HFI team, banks, agencies, and consultants.

Experience and education

Candidates should be graduates, postgraduates, or MBA holders with 5 to 10 years of experience in real estate sales or CRM. A strong background in customer acquisition, re-engagement, and retention is important, along with confident and clear communication that encourages collaboration across the organisation.