Assistant Manager - CRM

Role overview

This position is focused on overseeing customer relationship management across the full post-sales journey. The role involves reviewing customer interactions and data, strengthening client relationships, supporting retention, and helping generate business growth. It also includes handling customers from the stage after sale through property handover, as well as managing collection-related coordination, documentation, and other paperwork on behalf of the organization or client.

The role requires consolidating customer information from multiple touchpoints such as the website, phone calls, live chat, direct mail, marketing collaterals, and social media, and using that information to improve service quality and sales outcomes.

Key responsibilities

Core ownership includes maintaining accurate records in ERP/SAP sales modules, managing the customer lifecycle, improving customer experience, tracking pending submissions, and following up on payments and collections. The role also supports post-sales activities, handles escalated queries, and contributes to customer retention and relationship-building.

• Update customer and sales data in ERP/SAP sales systems.
• Manage the customer journey from sales closure through handover and related formalities.
• Support stronger customer engagement and a better service experience.
• Track and follow up on pending submissions and documents.
• Coordinate customer payment follow-ups and collections.
• Assist with post-sales coordination and issue resolution.
• Handle escalated customer concerns and ensure closure.
• Support booking, cancellation, sales CRM budgets, and MIS reporting.

Strategic responsibilities

• Track strategies that improve customer lifetime value.
• Ensure sales documentation is planned, accurate, and completed on time, including application forms, allotment letters, agreements for sale/construction, demand notices, sale deeds, and tripartite agreements/NOCs for banks.

Operational responsibilities

• Help standardize data formats, records, and management information reports.
• Identify and implement ideas that improve customer delight.
• Coordinate site visits and walk-ins during property exhibitions.
• Handle enquiries coming through the website and from walk-in visitors.
• Follow up with exhibition and walk-in prospects and convert them into customers.
• Prepare and deliver product presentations and accompany clients on site visits.
• Manage customer negotiations, maintain records, and track follow-ups.
• Monitor invoices in line with project progress.
• Coordinate receivables and work with accounts on weekly and monthly collections.
• Complete agreement-related formalities and payment disbursement coordination, and verify agreements for registration.
• Coordinate with housing finance institutions regarding schemes, interest rates, and loan disbursement follow-up.
• Prepare budgets, MIS reports, and tracking for bookings and cancellations.
• Coordinate with execution and facility teams to ensure units are ready for possession.
• Inspect flats before handover.
• Respond quickly to sales enquiries received through calls, emails, walk-ins, and other correspondence to improve conversion.
• Monitor sales collections and send timely reminders and demand notices where needed.
• Review customer feedback and enquiry trends and share inputs with sales and marketing teams.
• Maintain complete customer records in a central database.
• Ensure all received documents are entered and filed properly.
• Arrange prompt dispatch of receipts and acknowledgements for payments and documents received.
• Support customer delight initiatives such as welcome kits for new customers.
• Coordinate with legal, finance, and engineering teams on documentation-related matters.

Stakeholder interaction

The role works closely with internal teams including Engineering, Legal, Sales and Marketing, Finance, and IT. External coordination includes customers, the HFI team, banks, agencies, and consultants.

Education and experience

Applicants should hold a graduate, postgraduate, or MBA qualification and bring 5 to 10 years of relevant experience in real estate sales or CRM. A strong background in customer acquisition, re-engagement, and retention is preferred, along with confident and articulate communication skills that support collaboration across the organization.