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Job Description – CRM Manager (Real Estate) – Ridhira Zen

Position: CRM Manager

Business: Ridhira Zen

Location: Hyderabad

Department: Sales & Customer Experience

Reporting To: Head – Sales / VP – Sales

About Ridhira Zen

Ridhira Zen is the luxury real estate vertical of Ridhira Group, creating premium wellness-inspired residential communities. We are committed to delivering exceptional customer experiences throughout the home-buying journey—from enquiry to possession and beyond.

Position Summary

The CRM Manager will be responsible for managing the entire customer relationship lifecycle, ensuring a seamless experience from lead conversion through booking, documentation, collections, construction updates, possession, and post-handover support. The role will work closely with Sales, Legal, Finance, Projects, Marketing, and Customer Support teams to enhance customer satisfaction and strengthen long-term relationships.

Key Responsibilities

Customer Relationship Management

• Manage customer interactions from booking to possession.
• Serve as the primary point of contact for customers throughout the purchase journey.
• Build strong customer relationships through proactive communication and timely issue resolution.
• Ensure a premium customer experience aligned with Ridhira Zen's luxury brand standards.

Sales Coordination

• Coordinate with the Sales team to ensure smooth customer handover after booking.
• Verify booking documents and customer records.
• Maintain accurate customer information in the CRM system.
• Track sales milestones and ensure timely follow-ups.

Documentation & Compliance

• Coordinate documentation related to bookings, agreements, registrations, and possession.
• Liaise with Legal and Finance teams for document verification.
• Ensure all customer documentation complies with company policies and regulatory requirements.

Collections & Payment Tracking

• Monitor customer payment schedules and outstanding dues.
• Coordinate with Finance for payment collections.
• Send timely payment reminders and maintain collection reports.
• Support customers with payment-related queries.

Construction & Project Updates

• Coordinate with Project teams to provide regular construction progress updates.
• Communicate milestone achievements to customers.
• Arrange site visits and customer engagement activities.

Customer Support & Escalation Management

• Handle customer concerns, complaints, and service requests efficiently.
• Coordinate with internal departments for timely resolution.
• Maintain service-level agreements (SLAs) for customer queries.
• Ensure high customer satisfaction throughout the customer lifecycle.

CRM System Management

• Maintain customer records and transaction history in the CRM platform.
• Generate reports on customer status, collections, escalations, and project milestones.
• Ensure CRM data accuracy and completeness.

Reporting & Analytics

• Prepare weekly and monthly MIS reports covering:
• Bookings
• Collections
• Customer Queries
• Escalations
• Registration Status
• Possession Status
• Customer Satisfaction Metrics

Qualifications

• Bachelor's degree in Business Administration, Marketing, Real Estate, or a related field.
• MBA is preferred.

Experience

• 6–10 years of experience in CRM or Customer Relationship Management within the real estate industry.
• Experience with premium residential, luxury, villa, plotted development, or integrated township projects is highly preferred.
• Exposure to the complete customer lifecycle from booking to possession is mandatory.

Required Skills

• Customer Relationship Management
• Real Estate CRM Processes
• Customer Lifecycle Management
• Documentation & Registration Coordination
• Collections Management
• Customer Complaint Resolution
• Stakeholder Management
• Strong Communication & Interpersonal Skills
• MIS Reporting & Data Analysis
• CRM Software (Salesforce, LeadSquared, Zoho CRM, Microsoft Dynamics, or similar)

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Timely Collection of Customer Payments
• Customer Query Resolution Time
• Documentation & Registration Timeliness
• CRM Data Accuracy
• Customer Retention & Referrals
• SLA Compliance
• Possession Handover Timelines

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