Manager-CRM(NRI)

Department: CRM (Customer Relationship Management) Reporting To: AGM-CRM Location: Chennai Industry: Real Estate Role Purpose To manage the complete post-booking customer journey for NRI clients, ensuring seamless communication, documentation, collections, registration, handover, and customer satisfaction while coordinating with internal departments and external stakeholders globally. The role requires strong relationship management, CRM expertise, and understanding of NRI real estate transactions. Key Responsibilities Manage end-to-end NRI customer lifecycle from booking to possession.

Act as a single point of contact for NRI customers across different time zones. Coordinate documentation, agreement execution, registration, and handover processes. Ensure timely collection follow-ups and payment tracking.

Address customer queries, escalations, and service requests within defined TAT. Collaborate with Sales, Finance, Legal, Projects, and Marketing teams for smooth customer experience. Maintain accurate customer records and transaction updates in CRM systems.

Generate MIS reports, collection reports, and customer satisfaction dashboards. Organize virtual meetings, project updates, webinars, and customer engagement initiatives for NRI clients. Support NRI property exhibitions and customer events when required.

Ensure compliance with RERA, FEMA, and NRI property transaction guidelines. Drive customer retention, referrals, and repeat business opportunities. Key Performance Indicators (KPIs) Collection Efficiency Agreement & Registration Completion Customer Satisfaction (CSAT) Query Resolution TAT Escalation Closure Rate Referral Generation CRM Data Accuracy Handover Completion Timelines Desired Candidate Profile MBA/PGDM preferred. 8–12 years of experience in Real Estate CRM, with at least 3–5 years handling NRI customers.

Strong understanding of NRI property buying processes and documentation. Excellent communication and relationship management skills. Experience in CRM software, ERP systems, and MIS reporting.

Ability to work across multiple time zones. Strong stakeholder management and problem-solving skills. Competencies Customer Centricity Relationship Management Negotiation & Conflict Resolution Process Orientation Analytical & Reporting Skills Team Collaboration Presentation & Communication Skills Grade: Manager / Senior Manager Team Handling: 3–8 CRM Executives (based on organization structure) Industry Preference: Residential Real Estate Developers.