Job Description: CRM Executive / CRM Manager

Department: Sales & Customer Relations
Location: — Goregaon West, Mumbai
Reports To: Sales Head / Director

Role Overview

The CRM Executive/Manager ensures a smooth and efficient post-sales customer journey from booking to handover. The role includes managing customer communication, overseeing payment collections, handling documentation, resolving queries, and coordinating with internal departments.
The Manager additionally leads the CRM team, optimizes processes, and drives customer satisfaction through strategic oversight.

Key Responsibilities

1. Team & Process Management (Manager Level)

• Lead, mentor, and guide the CRM team for seamless post-sales operations.

• Allocate tasks, monitor performance, and ensure adherence to CRM SOPs.

• Review and improve CRM processes to enhance service quality and efficiency.

2. Customer Relationship Management (Executive & Manager)

• Serve as the primary point of contact for customers during the entire post-sales lifecycle.

• Address and resolve customer grievances within defined timelines.

• Maintain strong customer satisfaction and proactively build lasting relationships.

• Handle escalated or complex customer cases (Manager).

3. Payment & Documentation Oversight

• Manage the complete payment collection cycle with timely follow-ups.

• Prepare and send demand letters, receipts, and relevant documents.

• Coordinate with Accounts and Legal teams for agreements, allotments, and possession documentation.

4. Customer Service & Grievance Redressal

• Track customer issues and ensure timely closure.

• Maintain a structured complaint logging and resolution system.

• Train team members on handling difficult customer interactions (Manager).

5. Reporting & Analysis

• Generate reports on collections, outstanding payments, customer interactions, and feedback.

• Identify recurring issues or delays and recommend actionable solutions.

6. Internal Coordination & Stakeholder Management

• Collaborate with Sales, Legal, Accounts, and Project/Site teams for accurate information flow.

• Act as a communication bridge between customers and internal teams to resolve pending concerns.

Key Skills & Competencies

• Excellent communication, interpersonal, and negotiation skills

• Customer-centric approach with empathy and patience

• Strong analytical and problem-solving abilities

• Proficiency in CRM tools, MS Excel, and email communication

• Ability to multitask and perform under pressure

• Leadership and people management skills (for Manager role)

Preferred Qualifications

• Graduate in Business Administration, Commerce, or related fields

• MBA preferred for Manager role

• CRM Executive: 2–5 years of experience in customer relations or post-sales operations

• CRM Manager: 5–8 years of experience, with 2–3 years in a supervisory/managerial role

• Experience in real estate, construction, or other customer-facing industries is preferred

Work Conditions

• Working Hours: 10:00 AM – 7:00 PM (Monday to Saturday; 1st Saturday Off)

• Occasional site visits or client meetings as required

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 6+ years Experience.

More about this Customer Relationship Manager job

1. What is the eligibility criteria to apply for this Customer Relationship Manager job?
   Ans: The candidate should be 12th Pass and above and above with 2 - 6+ years Experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹30000 - ₹40000 per month that depends on your interview. It's a Full Time job in Mumbai.
3. How many working days are there for this Customer Relationship Manager job?
   Ans: This Customer Relationship Manager job will have 6 working days.
4. Are there any charges applicable while applying or joining this Customer Relationship Manager job?
   Ans: No, there is no fee applicable for applying this Customer Relationship Manager job and during the employment with the company, i.e., Career Path Hr Solution.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Customer Relationship Manager role?
   Ans: There is an immediate opening of 1 Customer Relationship Manager at Career Path Hr Solution
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Customer Relationship Manager job?
   Ans: This Customer Relationship Manager job has Day Shift.