Job Description
The Senior CRM Executive serves as the primary liaison for customers throughout their entire journey with our company. You will manage relationships from initial lead conversion through post-handover support, ensuring seamless communication and high satisfaction. Your role is central to coordinating between multiple internal teams and external partners to deliver an exceptional customer experience.
Key Responsibilities:
• Act as the single point of contact for customers after booking, maintaining regular communication on project updates, construction progress, and timelines.
• Handle all customer queries, concerns, and escalations professionally, ensuring timely resolution and documented follow-up.
• Coordinate with Sales, Legal, Accounts, Construction, and Channel Partners for agreement execution, payment schedules, and loan-related formalities.
• Manage the possession process, including snag list coordination, handover documentation, and support during registration.
• Conduct customer feedback checks and implement strategies to build trust and foster long-term relationships for retention.
• Prepare regular reports on customer status, issue resolution, and ensure strict adherence to RERA guidelines and company compliance standards.
Skill Requirement
The ideal candidate is a proactive and diplomatic professional with excellent relationship management abilities. You must possess strong organizational skills to handle multiple stakeholders and processes simultaneously, ensuring no customer concern is overlooked. A solution-oriented mindset and calm demeanor under pressure are essential for success in this role.
Required Skills & Qualifications:
• Proven experience in CRM, post-sales coordination, or customer success within the real estate or construction industry.
• Exceptional verbal and written communication skills for clear customer and team interactions.
• Strong coordination and multitasking abilities to manage workflows between sales, legal, accounts, and site teams.
• Proficiency in maintaining accurate customer records, documentation, and CRM software data.
• Working knowledge of RERA guidelines and real estate documentation like Agreement for Sale and Sale Deeds.
• Ability to handle escalations diplomatically and solve problems efficiently as per company SOPs.
• Willingness to work in person from our Pune, Maharashtra office location.