Manager- CRM- Pune Regional Office

Job Role: Manager - CRM

About JUSTO

Established in August 2019, JUSTO is a dynamic real estate solutions company driving innovation and growth. With a robust team of over 500 professionals, we empower developers to transform their vision into reality. Our tailored strategies maximize value for both developers and end-users. Our proven track record includes delivering over 9,000 units, generating sales exceeding Rs. 6,000 crores. Currently executing projects worth Rs. 3,500 crores, with a promising pipeline of Rs. 17,000 crores, we’re rapidly expanding our footprint across Mumbai, Navi Mumbai, Pune, Bhubaneswar, Kolhapur, Aurangabad, and Nashik. Our approach is rooted in three core principles: providing expert Advice, we help Create innovative products, and Nurture long-term partnerships. This, combined with our unique blend of technology and personalized service, positions JUSTO as a leading offline-to-online real estate platform.

Job Title: Manager

Job Role: CRM

Location: Mumbai (All Areas)

Experience: Minimum 3-6 years

Reports to: Head of Department

About The Role

The CRM (Customer Relationship Management) Manager will play a pivotal role in ensuring superior customer satisfaction through proactive engagement and seamless coordination. This role focuses on managing the complete customer lifecycle, from onboarding to post-possession services, while maintaining high service quality standards and ensuring adherence to company policies and ensuring billing to be raised on time.

Key Responsibilities

Customer Engagement & Relationship Management

• Build and maintain strong relationships with the assigned customer base, ensuring consistent and personalized engagement throughout the customer lifecycle.
• Plan and execute "wow moments" at significant stages like onboarding, agreement signing, and handover of possession.
• Conduct welcome calls and emails within 24 hours of booking to provide booking-related information and gather feedback.
  
  

Customer Service & Query Resolution

• Resolve customer queries and issues promptly via calls, emails, and face-to-face meetings.
• Address concerns related to cancellations, transfers, allotments, and registration processes, ensuring 100% customer satisfaction.
• Assist customers with processes like loan documentation, flat allotments and deed transfers.
• Handle escalations and provide adequate resolutions to ensure customer retention.
  
  

Operational Excellence

• Manage all post-booking customer services, from demand generation and cheque validation to documentation and possession.
• Ensure accurate and timely completion of customer documentation, including KYC, Builder-Buyer Agreements, payment receipts, and possession letters.
• Format, issue, and manage customer documents like demand letters, credit notes, and transfer forms.
• Maintain organized records of all customer-related files and documents.
  
  

MIS Management & Reporting

• Maintain and update the MIS system with accurate customer data, tracking all critical touchpoints.
• Prepare company MIS, DSR (Daily Sales Report), and final work reports for leadership review.
• Analyze data to identify process improvements and enhance service delivery.
  
  

Team Collaboration & Coordination

• Work closely with internal teams, including sales and other operational teams, to ensure a smooth customer experience.
• Coordinate with sales teams to ensure accurate and timely bookings and customer onboarding.
  
  

Payment & Possession Management

• Monitor payment collection and ensure demands align with construction progress.
• Facilitate possession processes, including final fit-outs and handovers, while maintaining customer satisfaction.
  
  

Upselling & Cross-Selling

• Identify opportunities for cross-selling to the existing customer base, adding value to their experience and contributing to revenue growth.
  
  

Required Skills And Qualifications

Educational Qualifications: Bachelor’s degree in Business Administration, Marketing, or related fields.

Industry Knowledge: Strong understanding of the real estate industry, including customer lifecycle, sales processes, possession procedures, and regulatory requirements.

Competencies: Familiarity with real estate financing processes, such as home loans and documentation.

Technical Proficiency: Microsoft Excel, PowerPoint, CRM systems and relevant software for reporting and presentations.

Established in August 2019, JUSTO is a dynamic real estate solutions company driving innovation and growth. With a robust team of over 500 professionals, we empower developers to transform their vision into reality. Our tailored strategies maximize value for both developers and end-users. Our proven track record includes delivering over 9,000 units, generating sales exceeding Rs. 6,000 crores. Currently executing projects worth Rs. 3,500 crores, with a promising pipeline of Rs. 17,000 crores, we're rapidly expanding our footprint across Mumbai, Navi Mumbai, Pune, Bhubaneswar, Kolhapur, Aurangabad, and Nashik. Our approach is rooted in three core principles: providing expert Advice, we help Create innovative products, and Nurture long-term partnerships. This, combined with our unique blend of technology and personalized service, positions JUSTO as a leading offline-to-online real estate platform.