Assistant Manager CRM

Role Overview

This position is for an Executive / Assistant Manager in CRM, focused on managing customer interactions and customer data across the full lifecycle. The role is designed to strengthen customer relationships, support retention, and contribute to sales growth. It involves handling customers from the post-sale stage through property handover, including collections, documentation, and related paperwork on behalf of the company or client.

The role also requires consolidating customer information from multiple touchpoints such as websites, phone calls, live chat, direct mail, marketing material, and social media.

Core Accountabilities

• Maintain and update customer records in ERP / SAP sales systems.
• Track the customer journey and support lifecycle management activities.
• Improve the customer experience through timely follow-up and issue resolution.
• Monitor pending submissions and follow up on documentation.
• Coordinate collections and payment reminders with customers.
• Support post-sales coordination and related service activities.
• Handle escalated customer concerns and queries professionally.
• Strengthen customer relationships and support retention efforts.
• Prepare and manage sales and CRM budgets, MIS reports, booking data, and cancellation records.

Strategic Responsibilities

• Track and support initiatives aimed at improving customer lifetime value.
• Plan and ensure timely, accurate sales documentation such as application forms, allotment letters, agreements for sale, construction-related documents, demand notices, sale deeds, tripartite agreements, and bank NOCs.

Operational Responsibilities

• Support standardization of customer data, reporting formats, and MIS practices.
• Identify and implement opportunities that improve customer delight.
• Manage site visits, walk-ins, and customer handling during property exhibitions.
• Handle website enquiries and direct walk-in enquiries.
• Follow up with walk-in and exhibition prospects and convert them into customers.
• Present the product to customers, arrange site visits, and accompany them for better understanding.
• Manage customer negotiations, record maintenance, and ongoing follow-ups.
• Track invoices based on site progress.
• Coordinate receivables and work with accounts teams on weekly and monthly collections.
• Complete agreement formalities and payment disbursement processes, including verification of registration agreements.
• Coordinate with HFIs on schemes, interest rates, and client loan disbursement follow-up.
• Prepare budgets, MIS reports, booking updates, and cancellation reports.
• Coordinate data entry in ERP / SAP sales modules.
• Work with execution and facility teams to ensure units are ready for possession handover.
• Inspect flats before handing over possession.
• Respond quickly to sales enquiries from calls, emails, walk-ins, and other communication channels to improve conversion.
• Monitor collections, follow up regularly, and issue demand notices where needed to flag risks.
• Review customer feedback and enquiry trends and share insights with sales and marketing teams.
• Ensure complete documentation of customer records and centralized database management.
• Ensure all received documents are entered and filed properly.
• Dispatch receipts promptly for customer payments and documents received.
• Lead customer delight initiatives such as welcome kits for new customers.
• Coordinate with Legal, Finance, and Engineering teams on customer documentation and related matters.

Internal and External Coordination

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

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

Education and Experience

Applicants should be graduates, postgraduates, or MBA holders with 4 to 10 years of experience in real estate sales or CRM. The ideal profile should have strong exposure to customer acquisition, re-engagement, and retention strategies, along with confident and articulate communication skills that help build collaboration across the organization.