Keerthi Estates Pvt Ltd.
Website:
keerthiestates.in
Job details:
About the Company
With 37+ years of trusted delivery across Hyderabad and Bengaluru, Keerthi Estates is synonymous with premium villa living. Our transparent, accountability-driven culture and strong legacy client base form the backbone of our referral and repeat business ecosystem.
About the Role
Client Relations & CRM is a relationship-first role built around one core idea: our best leads come from our happiest clients. You will own the post-sale and pre-referral relationship with Keerthi Estates' most valuable client segments — High Net Worth Individuals, NRIs, and existing buyers — turning satisfaction into active advocacy and new closures. You will also be the operational bridge between our clients and our project sites, ensuring payments are collected proactively and seamlessly as construction milestones are achieved.
Responsibilities
- HNI, NRI & Legacy Client Relationship Management
- Build and nurture deep, long-term relationships with Keerthi Estates' HNI, NRI, and existing client base as the primary relationship owner.
- Maintain a structured engagement calendar — calls, visits, events, milestone greetings — to keep the brand top-of-mind with high-value clients.
- Act as the trusted single point of contact for premium clients across all post-booking interactions, concerns, and queries.
- Curate and manage a segmented client intelligence database — preferences, purchase history, communication history, and engagement status
- Referral-Led Sales Enablement
- Systematically generate new sales leads through structured referral outreach to closed and satisfied clients.
- Identify and cultivate "brand advocates" within the existing client base — clients most likely to refer family, friends, and professional networks.
- Coordinate warm introductions between referred prospects and the Sales team, ensuring smooth handoff and high conversion likelihood.
- Design and manage referral engagement initiatives in partnership with Sales and Marketing to incentivize and recognize client referrals.
- Track referral pipeline contribution and conversion rates as a core CRM performance metric.
- Collections — Construction-Linked & Milestone Payments
- Own proactive, relationship-led collections from existing buyers — calling clients ahead of construction milestones to prepare them for upcoming payment demands.
- Coordinate closely with Project Managers at each villa site to stay updated on construction progress, milestone completions, and expected handover timelines for individual units.
- Translate construction updates into timely, personalised client communication — helping buyers understand progress, building trust, and facilitating payment readiness.
- Manage receivables follow-up diplomatically, resolving delays through relationship management rather than escalation wherever possible.
- Coordinate with the Finance team on collections tracking, overdue accounts, and documentation for buyer loan disbursements.
- Site Coordination & Client Experience
- Liaise with individual site Project Managers on a regular cadence to track villa-level construction progress, quality milestones, and handover readiness.
- Keep buyers proactively informed of their specific unit's progress, snag resolution status, and expected possession timelines.
- Coordinate client site visits, ensuring a premium, curated experience that reinforces trust in the brand.
- Escalate and track resolution of buyer concerns related to construction, quality, or documentation in collaboration with Projects and Legal teams.
- CRM Systems, Accounting Tools & Payment Tracking
- Own CRM hygiene — ensuring all client interactions, payment statuses, and follow-up actions are accurately logged and up to date across CRM platforms (Salesforce, Leadsquared, or equivalent).
- Maintain a real-time, accurate record of all payments received, pending dues, and overdue accounts using accounting and ERP software (e.g. Tally, Zoho Books, SAP, or the company's preferred platform) — this is a non-negotiable core requirement of the role.
- Build and manage a structured payment tracking dashboard that maps each client's construction-linked payment schedule against actual receipts, flagging upcoming dues and aging receivables well in advance.
- Ensure that CRM records and accounting system entries are consistently reconciled — no discrepancy between what is logged in CRM and what Finance records as received or pending.
- Generate weekly payment status reports for leadership: milestone-wise collections, pending dues by client, expected inflows for the next 30/60/90 days, and overdue escalation flags.
- Produce monthly reports on: client engagement health, referral pipeline, collections efficiency, and cancellation/refund status.
- Identify patterns in client satisfaction and dissatisfaction; feed insights to Sales and Marketing for strategy refinement.
- Ensure all client communication, payment documentation, and agreement records are RERA-compliant and audit-ready.
- Key Skills & Competencies Required
• Core Domain: Real Estate Documentation, Property Registration, and Loan Processing.
• Software Proficiency: Hands-on experience with CRM/ERP tools and MS Office (Excel, Word).
• Management: Team Leadership, daily workflow supervision, and cross-departmental coordination (Legal/Finance).
• Soft Skills: Strong problem-solving abilities, excellent communication (English, Hindi, Telugu), conflict resolution, and the ability to remain poised under pressure.
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