Ista Spaces
Website:
istaspaces.com
Job details:
Job Description – CRM Head (Post Sales)
Company: ISTA SPACES
Department: Customer Relationship Management (CRM)
Position: CRM Head
Employment Type: Full-Time
Location: HSR Layout, Sector 3, Bengaluru
Experience: 8–15 Years (Real Estate Preferred)
Job Overview
The CRM Head will lead the post-sales customer relationship function, ensuring a seamless customer journey from booking to possession. The role involves overseeing customer documentation, payment follow-ups, agreement execution, registration coordination, possession activities, and managing the CRM team to deliver an exceptional customer experience.
Key Responsibilities
- Lead and manage the CRM team responsible for post-sales operations.
- Oversee the end-to-end post-sales process from booking to possession.
- Ensure timely collection and verification of customer KYC and other required documents.
- Coordinate the execution of booking forms, sale agreements, registration, and possession documentation.
- Monitor payment schedules and coordinate with customers and the Finance team for timely collections.
- Act as the primary point of contact for customers after the sales closure.
- Resolve customer queries, concerns, and escalations promptly while ensuring high customer satisfaction.
- Coordinate with the Sales, Legal, Finance, Projects, and Accounts teams to ensure smooth post-sales execution.
- Ensure all customer records and documentation are complete, accurate, and maintained as per company standards.
- Prepare periodic MIS reports, customer status reports, and documentation trackers for management.
- Develop and improve CRM processes, SOPs, and service standards.
- Train, mentor, and monitor the performance of the CRM team.
Qualifications
- Bachelor's degree in any discipline.
- 8–15 years of experience in Post-Sales CRM within the real estate industry.
- Proven experience in handling customer documentation, registrations, collections coordination, and possession processes.
- Prior experience leading a CRM/Post-Sales team.
- Strong knowledge of real estate documentation and customer lifecycle management.
- Excellent communication, leadership, problem-solving, and stakeholder management skills.
- Proficiency in Microsoft Office and CRM software.
Preferred Skills
- Post-Sales Operations
- Customer Documentation Management
- Registration & Possession Coordination
- Collections Coordination
- Customer Complaint Resolution
- Team Leadership
- Process Improvement
- MIS Reporting
- Cross-Functional Coordination
What We Offer
- Competitive salary with performance-based incentives.
- Career growth and leadership opportunities.
- Collaborative and professional work environment.
- Opportunity to lead the complete post-sales CRM function for premium residential projects.
Click on Apply to know more.