Deputy Manager CRM (Post-Sales & Collections)

1. Job Purpose

To manage post-sales customer relationship activities and drive timely collections across real estate projects. The role involves ensuring a seamless customer experience from booking to possession, monitoring payment schedules, driving collection targets, resolving customer concerns, and coordinating with internal departments to ensure efficient post-sales operations.

2. Key Roles & Responsibilities

A. Collections & Receivables Management

• Drive collections in line with project-wise collection targets and agreed payment schedules.
• Monitor customer outstanding balances, overdue payments and receivables.
• Ensure timely follow-ups with customers for milestone-based payments and other dues.
• Track ageing of receivables and develop action plans to minimize overdue amounts.
• Handle payment escalations, delayed payments and customer commitments.
• Coordinate with the Finance team for payment reconciliation and updating customer ledgers.
• Prepare and review periodic collection MIS, forecasts and performance reports.

B. Post-Sales Customer Relationship Management

• Manage customer relationships from booking confirmation through possession.
• Ensure timely communication of construction progress, payment milestones and project updates.
• Address customer queries, concerns and grievances with appropriate

resolution.

• Maintain regular engagement with customers to enhance satisfaction and build

long-term relationships.

• Handle customer escalations professionally and ensure timely closure.

C. Documentation & Coordination

• Ensure timely issuance of demand letters, payment reminders and customer

account statements.

• Coordinate with Sales, Finance, Legal, Projects and Registration teams for

smooth post-sales operations.

• Support agreement execution, registration formalities and documentation

requirements.

• Facilitate possession-related documentation and closure of customer accounts.
• Ensure customer records, payment details and correspondence are accurately

maintained in the CRM system.

D. MIS & Process Management

• Prepare project-wise collection reports, outstanding statements and ageing

analysis.

• Monitor collection performance against monthly and quarterly targets.
• Identify collection bottlenecks and recommend corrective measures.
• Maintain accurate customer data and ensure timely updates in the CRM

platform.

• Drive process improvements to enhance collection efficiency and customer

experience.

3. Desired Candidate Profile

• Graduate/Postgraduate in Business Administration, Finance, Commerce or a

related discipline.

• 8 to 12 years of relevant experience in CRM, post-sales operations and collections,

preferably in the real estate industry.

• Strong understanding of real estate payment milestones, customer receivables

and collection processes.

• Proven experience in handling customer payment follow-ups and collection

targets.

• Good knowledge of customer account reconciliation, MIS preparation and

ageing analysis.

• Proficiency in MS Excel and CRM platforms; experience with Salesforce will be

an added advantage.

• Excellent communication, negotiation, coordination and customer relationship

management skills.

• Ability to handle customer escalations and drive results within defined timelines.

4. Key Competencies

• Collections & Receivables Management
• Customer Relationship Management
• Negotiation & Follow-up Skills
• Analytical and MIS Reporting Skills
• Stakeholder Management
• Problem-solving and Conflict Resolution
• Process Orientation and Execution Excellence
• Team Coordination and Target Orientation