Manager - CRM in New Delhi, भारत

About the Role This is not a customer service role. This is a business-critical collections and customer lifecycle management role. We are looking for a highly disciplined, collections-driven, execution-oriented CRM professional who can take complete ownership of customer collections, ATS execution, registrations, demand letters, handovers, escalations, and customer communication for a luxury residential project in Goa. This role directly impacts company cash flow, customer experience, and project handover readiness. If you cannot follow up aggressively, maintain strict documentation, manage difficult customer conversations professionally, and ensure timely collections without excuses — this role is not for you. You will be directly responsible for:

• Customer collections
• Demand letters & payment follow-ups
• ATS execution & registrations
• Possession & handover coordination
• Customer communication management
• CRM MIS & reporting
• Escalation management
• ERP-based CRM operations

What You Will Be Responsible For Collections & Payment Follow-Ups

• Achieve rigorous and timely collections as per project payment schedules
• Maintain zero overdue follow-up gaps
• Conduct daily customer follow-ups through email and WhatsApp
• Track outstanding payments aggressively and ensure timely closures
• Support management in collection forecasting and cash-flow planning
• Ensure no revenue leakage due to delayed follow-ups or CRM errors

ATS, Registration & Documentation Management

• Coordinate ATS execution and registration processes end-to-end
• Monitor customer documentation and compliance requirements
• Maintain complete customer records and documentation accuracy
• Coordinate with Legal, Accounts, Sales, and Management teams for smooth processing
• Ensure all agreements, registrations, and customer documents are properly tracked and updated

Demand Letters & ERP Operations

• Generate and monitor demand letters through 4QT ERP
• Maintain complete CRM operations through ERP systems from Day One

· Manage:

• Lead and customer management
• Collection tracking
• Payment follow-ups
• Customer communication logs
• Registration tracking
• Possession tracking
• MIS reporting
• Documentation management
• Ensure complete transparency and real-time reporting through ERP

Customer Communication & Escalation Management

• Handle customer queries, escalations, and difficult conversations professionally
• Maintain detailed written communication records through emails, WhatsApp, and ERP updates
• Ensure proper coordination between customers and internal departments
• Maintain high professionalism while handling payment-related discussions and escalations
• Ensure timely resolution and closure of customer issues

Possession & Handover Management

• Coordinate project handover readiness and possession activities
• Track pending customer requirements before possession
• Coordinate with construction and internal teams to ensure smooth handover execution
• Ensure possession documentation and communication are completed professionally

MIS, Reporting & Coordination

• Prepare daily, weekly, and monthly CRM MIS reports
• Maintain collection trackers, escalation reports, and customer status reports
• Coordinate with Sales, Accounts, Legal, Construction, and Management teams regularly
• Ensure complete written reporting and management transparency at all times

4QT ERP Requirement (Non-Negotiable) Full knowledge of 4QT ERP is mandatory. The selected candidate must be capable of independently handling CRM operations on 4QT ERP from Day One. Candidates who do not possess adequate 4QT ERP knowledge must complete training before joining. Melhor Group will not invest time in post-joining ERP training. Candidates are expected to be fully operational immediately upon joining. Who Should Apply CRM Manager

• Minimum 10–15 years of hardcore Real Estate CRM experience
• Must have independently managed CRM functions for residential projects
• Must have successfully completed minimum 2 project handovers

· Must have strong experience in:

• Collections
• ATS execution
• Registrations
• Possession management
• Customer escalations

Assistant CRM Manager

• Candidates with 5–10 years of relevant Real Estate CRM experience may apply
• Management may consider suitable candidates for Assistant CRM Manager designation based on capability and experience

Desired Personality Traits We Want Someone Who Is:

• Aggressive in collections and follow-ups
• Highly disciplined and process-driven
• Strong in written communication and reporting
• Detail-oriented and execution-focused
• Comfortable working in a startup environment
• Able to handle difficult customer conversations professionally
• Strong in coordination, escalation management, and ownership
• Accountable instead of excuse-driven

Required Skills

• Strong working knowledge of 4QT ERP
• Expertise in collections, ATS, registrations, and customer lifecycle management
• Strong MIS reporting and documentation skills
• Professional email drafting and written communication skills
• Strong coordination capabilities across departments
• Well-versed in MS Excel and CRM reporting systems

Communication Standards

• Extensive written communication is mandatory
• Email, WhatsApp, ERP updates, and reports are the preferred communication channels
• Excessive dependence on phone calls is discouraged
• Proper documentation and written tracking are mandatory at all times

Important Notes

• Candidates with less than 5 years of relevant Real Estate CRM experience need not apply
• Preference will be given to candidates with strong 4QT ERP experience
• Preference will be given to candidates who have completed minimum 2 project handovers
• This role demands aggressive collections, disciplined follow-ups, and rigorous reporting
• The selected candidate is expected to be fully operational from Day One