Post Sale Head (Real Estate)

Post Sales Head – Real Estate

Department: Post Sales / Customer Experience

Designation: Head – Post Sales

Industry: Real Estate

Location: [Panvel]

Position Overview We are looking for an experienced and customer-focused Post Sales Head to lead the complete post-sales function of the real estate organisation. The role will be responsible for managing the customer journey after booking, ensuring timely documentation, agreement execution, payment coordination, registration, possession, and resolution of customer queries.

Key Responsibilities

The ideal candidate should have strong experience in real estate post-sales, customer relationship management, documentation, collections coordination, possession, and team management

• Post-Sales Operations Manage the complete post-sales process from booking confirmation to possession and handover.
• Ensure smooth coordination between Sales, CRM, Legal, Finance, Projects, and Customers.
• Establish and monitor standard operating procedures for post-sales activities.
• Ensure all customer documentation is completed accurately and within defined timelines.

Customer Relationship Management Act as an escalation point for important customer queries and complaints.

• Maintain strong relationships with customers throughout the post-booking journey.
• Ensure timely communication regarding project updates, payments, agreements, possession, and registration.
• Track customer concerns and ensure closure within agreed TAT.

Agreement & Documentation Monitor Agreement for Sale, registration, KYC, booking forms, allotment letters, and other customer documentation.

• Coordinate with the Legal team for agreement preparation and execution.
• Ensure documentation is complete and compliant with company processes and applicable regulations.
• Maintain accurate customer records and documentation.

Payment & Collections Coordination Coordinate with Finance/Accounts and Sales teams regarding customer payment schedules.

• Monitor outstanding payments and follow up on pending customer dues.
• Track payment milestones and ensure timely communication of payment demands.
• Prepare and monitor collection-related MIS and reports.

Possession & HandoverManage the complete possession and handover process.

• Coordinate with Projects/Site teams to ensure units are ready for possession.
• Schedule possession appointments and maintain possession trackers.
• Ensure required documents, NOCs, and handover formalities are completed.
• Coordinate registration and other applicable handover activities.

Complaint & Escalation Management Establish an effective customer grievance-resolution mechanism.

• Handle escalated customer complaints professionally.
• Monitor ageing of open complaints and ensure timely closure.
• Identify recurring issues and recommend corrective actions to management.

Team Management Lead, mentor, and manage the Post-Sales/CRM team.

• Allocate customers and responsibilities among team members.
• Set individual and team KPIs.
• Conduct regular performance reviews and provide coaching.
• Ensure the team achieves defined TAT and customer-service standards.

8. MIS & Reporting Prepare and review regular reports covering:

• Total bookings
• Agreement status
• Registration status
• Payment/collection status
• Outstanding payments
• Customer complaints
• Complaint ageing
• Possession status
• Cancellation cases
• Refund status
• Customer satisfaction
• Team productivity
• TAT and SLA performance
• Key Performance Indicators (KPIs)Agreement execution TAT
• Registration completion TAT
• Collection follow-up and outstanding recovery
• Possession completion rate
• Customer complaint closure TAT
• Customer satisfaction score
• Complaint ageing
• Documentation accuracy
• Customer retention/referral rate
• Team productivity
• Process compliance
• Cancellation and escalation rate
• Required Skills Strong knowledge of real estate post-sales processes
• Customer Relationship Management
• Team Leadership & People Management
• Excellent communication and negotiation skills
• Strong follow-up and coordination skills
• Problem-solving and escalation management
• Knowledge of real estate documentation
• MIS and reporting skills
• Good command of MS Excel
• Ability to coordinate with Sales, Finance, Legal, CRM and Project teams
• Strong customer-service orientation
• Educational Qualification Bachelor's degree in Business Administration, Management, Commerce, or a related field.
• MBA/PGDM in Sales, Marketing, Finance, Operations, or Management will be an added advantage.
• Experience 6– 7+ years of overall experience, preferably in the real estate industry.
• Strong experience specifically in Post Sales / CRM / Customer Experience.
• Prior experience managing a post-sales/CRM team is preferred.

Preferred Candidate ProfileThe candidate should be an experienced real estate professional with strong exposure to booking-to-possession customer lifecycle management, documentation, collections coordination, registration, customer grievance handling, and team leadership.