Post Sales Manager | Real Estate

Senior Manager – CRM & Post Sales

As we continue to expand, we are looking for experienced and customer-focused professionals to join our team as Senior Managers – CRM & Post Sales.

Position

Senior Manager – CRM & Post Sales

Role Overview

As a Senior Manager – CRM & Post Sales, you will be responsible for managing the complete customer lifecycle from booking confirmation to possession handover. You will oversee customer relationship management, agreement registration, home loan coordination, collections, documentation, possession planning, and post-sales support.

Acting as the primary liaison between customers, developers, banks, legal, finance, and internal sales teams, you will ensure a seamless ownership experience while maintaining operational efficiency, timely collections, and high customer satisfaction.

The ideal candidate should have strong experience in real estate CRM, post-sales operations, banking coordination, collections, and customer service.

Key Responsibilities

Customer Relationship Management

Act as the primary point of contact for customers from booking confirmation until possession.

Build strong customer relationships and ensure timely communication regarding payment schedules, project milestones, registrations, and possession updates.

Resolve customer queries and escalations while delivering a seamless post-sales experience.

Booking, Documentation & Registration

Manage the complete post-booking process from token receipt to agreement registration.

Coordinate KYC verification, booking documentation, allotment letters, agreements, and registration formalities.

Ensure accurate maintenance of customer records and documentation.

Loan Coordination & Collections

Coordinate with banks, housing finance companies, DSAs, and financial institutions for home loan processing, sanctions, and disbursements.

Assist customers with loan documentation and ensure timely follow-ups to avoid processing delays.

Monitor payment schedules, construction-linked demands, and outstanding collections while coordinating with finance teams for account reconciliation.

Cross-Functional Coordination

Work closely with developers, legal, finance, sales, and channel partner teams to ensure smooth customer transitions and timely execution of post-sales activities.

Track customer progress across all milestones and proactively resolve operational issues affecting customer experience.

Possession & Handover

Coordinate final documentation, payment clearance, and possession scheduling.

Ensure a smooth and professional handover process while maintaining customer satisfaction.

CRM Operations & Reporting

Maintain accurate customer data and milestone tracking within the CRM system, including booking, registration, loan status, collections, and possession.

Develop and implement SOPs to streamline post-sales operations.

Prepare daily, weekly, and monthly MIS reports covering collections, registration status, loan progress, possession pipeline, customer escalations, and operational performance.

Team Leadership

Lead, mentor, and monitor CRM executives and post-sales coordinators.

Define team KPIs, conduct training programs, and drive process improvements to enhance operational efficiency and customer satisfaction.

Candidate Profile

Experience

4–8 years of experience in CRM, post-sales operations, customer relationship management, collections, or customer service within the real estate industry.

Experience handling residential and commercial projects is preferred.

Hands-on experience in home loan coordination, registrations, collections, and possession management.

Skills Required

Strong customer relationship and stakeholder management skills.

Excellent communication, negotiation, and conflict-resolution abilities.

Sound knowledge of real estate documentation, registration procedures, and home loan processes.

Strong organisational, analytical, and process management capabilities.

Ability to manage multiple customer accounts and coordinate with cross-functional teams.

Technical Skills

CRM Software Platforms

Microsoft Excel & MIS Reporting

Google Workspace

Collections & Customer Management Systems

Educational Qualifications

Bachelor's Degree in Commerce, Business Administration, Management, or a related field.

MBA or Postgraduate qualification will be an added advantage.

Preferred Industry Background

Candidates with experience in Real Estate Developers, Real Estate Mandate Firms, Property Consulting Companies, Housing Finance Companies (HFCs), or Banking & Home Loan Operations will be preferred.