Senior Customer Relationship Manager

About the job
The Senior Customer Relationship Manager (Senior CRM/CRE) is responsible for leading client relationship operations, ensuring exceptional customer experience, managing documentation, supporting loan processes, and coordinating across departments for seamless workflow. This role requires strong communication, leadership, and organizational skills to guide the CRM team and maintain high service standards.
Key Responsibilities :
Client Relationship Management:
- Lead and oversee all client relationship activities to ensure smooth and effective communication.
- Build and maintain strong, long-term relationships with clients to ensure high customer satisfaction.
- Address and resolve escalated client issues with professionalism and efficiency.
Payment & Accounts Coordination:
- Oversee payment follow-ups and ensure timely collection of outstanding dues.

- Resolve escalated payment-related concerns and support the accounts team in revenue management.
Documentation & Registration Support:
- Ensure accurate maintenance of all client documentation, interaction records, and transaction files.
- Prepare drafts, letters, and required documentation for property registration.
- Maintain proper follow-up records for registration, documentation, and client processes.
Banking & Loan Assistance:
- Assist bankers during the loan process by providing all required client documentation.
- Coordinate between clients and banking partners to ensure smooth loan approval and disbursement.
Team Leadership & Coordination:
- Guide, mentor, and support junior CRM/CRE team members to improve efficiency and service quality.
- Coordinate effectively with sales, accounts, legal/registration teams, and management to ensure seamless workflow and timely completion of tasks.
Skills & Qualifications:
- Bachelor's degree or equivalent qualification (preferred).
- Strong communication, interpersonal, and customer service skills.
- Experience in client relationship management, real estate processes, or customer handling roles.
- Good knowledge of documentation, registration, and basic banking/loan procedures.
- Ability to lead a team and manage multiple tasks simultaneously.
- Proficiency in MS Office and documentation tools