Education: Graduate in any stream; MBA in Sales, Marketing, or Operations is preferred.
Key Responsibilities
1. Post-Sales Lifecycle & Operations Management
- Oversee the complete customer journey from booking confirmation, agreement execution (Builder-Buyer Agreement/BBA), and KYC verification to final unit handover and possession.
- Monitor back-office sales administration, ensuring accuracy in demand letters, payment receipts, credit/debit notes, and transfer documents.
- Drive the fit-out and final possession process seamlessly, ensuring minimal turnaround time (TAT).
2. Collections & Financial Tracking
- Strategize and implement regular payment follow-ups and milestone-based demand generation to control outstanding receivables and reduce delinquencies/defaults.
- Coordinate closely with the finance and accounts teams to reconcile customer ledgers, account statements, and receipt generations.
3. Team Leadership & Cross-Functional Coordination
- Lead, mentor, and evaluate performance of the CRM and post-sales executive team.
- Act as the strategic bridge between customers and internal departments, including Sales, Legal, Accounts, Projects/Construction, and Facility Management.
- Facilitate legal clearance for agreements and coordinate with project engineers for snagging/desnagging and possession readiness.
4. Customer Experience, Escalations & Retention
- Define service level agreements (SLAs) for handling customer queries, feedback, and critical escalations.
- Formulate customer engagement milestones (welcome kits, site progress updates, festival greetings, and possession ceremonies).
- Drive referral programs, up-selling, and cross-selling initiatives among existing high-value buyers.
5. CRM System & MIS Reporting
- Standardize data management protocols using enterprise CRM/ERP platforms (e.g., Salesforce, Microsoft Dynamics, SAP, or specialized real-estate ERPs).
- Generate daily/weekly MIS dashboards tracking booking status, collection efficiency, pending documentation, and Net Promoter Score (NPS) / Customer Satisfaction (CSAT) trends.
Candidate Requirements
- Education: Graduate in any stream; MBA in Sales, Marketing, or Operations is preferred.
- Experience: 7 to 12+ years of relevant experience in real estate post-sales, CRM operations, or customer care leadership.
- Core Competencies:
- In-depth knowledge of real estate documentation, allotment processes, and local property laws/registrations.
- Exceptional conflict resolution, negotiation, and people-management skills.
- Proficiency in CRM/ERP tools and advanced MS Excel/MIS reporting capabilities.
- Excellent verbal and written communication abilities. [1, 3, 5, 6]