CRM Manager - Real Estate

About the organization: Our business interests are in Residential Spaces, Commercial Spaces, IT Parks, Plots etc. We’re a Big grown company with an open and vibrant culture. We’re looking for individuals who have a great appetite to learn and contribute to the growth of the organization Role: Telemarketing – Team Lead Industry: Real Estate Designation: Deputy Manager / Manager Department: Sales & Business Development Employment Type: Full time, Permanent Location: Coimbatore Key Responsibilities: 1. Team Leadership & Performance Management o Lead, coach, and manage the telemarketing team to achieve business targets. o Define daily, weekly, and monthly performance goals for team members. o Monitor productivity metrics including calls made, connect rates, lead qualification rates, site visit generation, and conversion performance. o Conduct regular performance reviews, coaching sessions, and capability-building initiatives. o Drive a high-performance culture focused on accountability and continuous improvement. 2. Lead Management & Conversion o Ensure timely and effective follow-up of all inbound and outbound leads. o Improve lead qualification processes and ensure quality lead handover to the sales team. o Maximize appointment booking and site visit generation from marketing leads. o Monitor lead ageing and establish mechanisms to improve response times and closure rates. o Track and improve conversion ratios across the lead funnel. 3. Process Excellence o Develop and standardize telecalling scripts, objection handling frameworks, and customer engagement processes. o Establish SOPs for lead allocation, follow-ups, escalation management, and customer communication. o Ensure adherence to quality standards and customer experience guidelines. o Drive process automation and productivity enhancement initiatives. 4. Analytics & Reporting o Monitor telemarketing dashboards and key performance indicators. o Analyze campaign-wise performance, source-wise lead quality, and team productivity metrics. o Identify trends, bottlenecks, and improvement opportunities across the lead funnel. o Present actionable insights and recommendations to management. 5. Cross-Functional Collaboration o Work closely with Marketing to improve campaign effectiveness and lead quality. o Coordinate with Sales teams to ensure smooth lead handover and feedback loops. o Collaborate with CRM and Business Analytics teams to improve reporting and operational efficiency. o Support new project launches and sales campaigns through telemarketing initiatives. Key Performance Indicators (KPIs) o Site visits generated o Lead qualification rate o Lead-to-site visit conversion o Site visit-to-booking contribution o Team productivity and utilization o Average response time to leads o Lead ageing metrics o Call quality scores o Team attrition and engagement Ideal Qualification & Skills: o Any graduate degree o 5–10 years of experience in telemarketing, inside sales, customer acquisition, or contact center operations. o Minimum 2–3 years of team handling experience. o Experience in Real Estate, BFSI, Automobile, Insurance, EdTech, or high-volume lead management environments preferred. o Strong understanding of CRM systems and lead management processes. o Excellent communication, coaching, and stakeholder management skills. o Strong analytical and reporting capabilities.