Assistant Manager - CRM & Sales

About the Role

This role focuses on managing and analyzing customer interactions across their lifecycle to strengthen business relationships, encourage retention, and stimulate sales growth. You will oversee customers from post-sales to property handover, including documentation and collections, representing both the company and clients. The position demands compiling customer data across multiple interaction channels such as website, calls, chats, mail, marketing, and social media.

Key Responsibilities

• Updating data within ERP/SAP (Sales Module)
• Managing the entire customer lifecycle and enhancing their experience
• Following up on submissions, payments, and collection activities
• Handling and resolving escalated customer queries
• Driving post-sales activities and improving customer retention
• Preparing sales and CRM budgets, MIS reports, monitoring bookings and cancellations
• Monitoring and maximizing customer lifetime value strategies
• Ensuring accurate and timely sales documentation including application forms, allotment letters, agreements, demand notices, sale deeds, and tripartite agreements/NOC for banks
• Standardizing data formats and MIS reports
• Conceptualizing and identifying opportunities to delight customers
• Organizing and managing site visits, property exhibitions, walk-ins, and web inquiries
• Conducting product presentations and accompanying clients for site visits to improve product understanding
• Negotiating with buyers while maintaining and updating customer data
• Monitoring invoices in alignment with site progress
• Managing receivables and coordinating with accounts for weekly and monthly collections
• Handling formalities for agreements, payment disbursements, and verifying registration documents
• Collaborating with housing finance institutions to facilitate client loan disbursements
• Coordinating with execution and facility teams for readiness of possession units and conducting flat inspections before handover
• Ensuring prompt and effective responses to sales inquiries including calls, emails, and walk-ins to maximize conversions
• Tracking sales collections and following up with demand notices to address potential issues
• Analyzing customer feedback and sales trends to inform sales and marketing strategies
• Maintaining comprehensive documentation and a centralized customer database
• Ensuring detailed data entry, filing, and prompt dispatch of payment receipts and documents
• Leading customer delight initiatives such as welcome kits for new clients
• Coordinating with Legal, Finance, and Engineering teams on documentation related matters

Internal and External Stakeholder Engagement

• Collaborate with Engineering, Legal, Sales & Marketing, Finance, and IT departments internally
• Interact with Customers, Housing Finance Institution teams, Banks, Agencies, and Consultants externally

Qualifications and Experience

• Graduate, Postgraduate or MBA degree holder
• Experience ranging from 5 to 10 years in real estate sales or CRM roles
• Demonstrated expertise in customer acquisition, engagement, and retention methods
• Confident and clear communicator skilled at fostering collaboration across teams