Senior Executive / Assistant Manager - CRM
Job Overview
Job Description
Role Overview
We are looking for experienced Senior Executive / Assistant Manager-CRM professionals to manage the complete post-sales customer lifecycle for the Grandthum project. The role involves customer relationship management, documentation, possession, registry, transfers, payment-related coordination and resolution of customer escalations.
Key Responsibilities
• Handle customer queries related to booking, payments, possession and documentation.
• Manage the complete post-sales lifecycle including agreements, registry, possession and transfer cases.
• Coordinate with Legal, Accounts, Projects and Facility Management teams for timely resolution of customer matters.
• Maintain accurate customer records in CRM/ERP systems, preferably Dynamics 365 or equivalent.
• Handle customer escalations, including legal and financial cases, professionally and effectively.
• Coordinate site visits, possession scheduling and customer handovers.
• Ensure adherence to defined TATs, processes and service standards.
• Maintain proper documentation and ensure audit readiness.
• Follow up on pending customer cases and ensure timely closure.
• Prepare and maintain reports related to customer queries, escalations and post-sales activities.
Key Skills & Competencies
• Strong communication and customer-handling skills.
• Good understanding of real estate post-sales processes.
• Knowledge of Demand / Area Variation Demand, Agreement, Registry, Transfer and Possession processes.
• Ability to handle high-value and high-escalation customer cases.
• Strong coordination and follow-up skills.
• Working knowledge of CRM/ERP systems.
• Good problem-solving and negotiation skills.
• Ability to work under pressure and meet defined TATs.
Preferred Background
• Experience: 4-7 years of relevant experience; strong exposure to real estate post-sales and customer relationship management preferred.
• Educational Qualification: Graduate in any discipline. MBA/PGDM in Marketing, Customer Relationship Management or a related field will be an added advantage.
• Candidates from the real estate industry with hands-on experience in post-sales CRM, possession, registry, documentation, customer escalations and coordination with cross-functional teams will be preferred.
