Customer Relationship Management
- Lead end-to-end customer relationship management from booking through possession and post-possession support.
- Develop and implement customer engagement and retention strategies.
- Ensure a seamless and positive customer experience at all stages of the project lifecycle.
- Manage customer interactions and maintain long-term relationships with key customers.
- Act as the escalation point for critical customer concerns and grievances.
- Drive customer satisfaction initiatives and monitor service quality standards.
- Ensure timely resolution of customer queries, complaints, and requests.
- Conduct customer feedback surveys and implement improvement actions.
- Organize customer engagement programs, events, and communication campaigns.
- Enhance customer loyalty through proactive relationship management.
- Monitor customer payment schedules and coordinate with Finance for collection follow-ups.
- Support timely recovery of outstanding dues and receivables.
- Ensure customers receive regular updates on payment milestones and obligations.
- Track collection performance and escalate critical cases when required.
- Coordinate with Sales, Projects, Finance, Legal, Marketing, and Facilities teams to address customer requirements.
- Facilitate smooth communication between customers and internal stakeholders.
- Support project handovers, possession activities, and documentation processes.
- Build strong working relationships across departments to improve service delivery.
- Ensure adherence to CRM policies, SOPs, and customer service standards.
- Monitor compliance with RERA guidelines and regulatory requirements.
- Drive process improvement initiatives to enhance operational efficiency.
- Review service metrics and implement corrective actions for continuous improvement.
- Lead, mentor, and develop CRM team members.
- Set performance goals and monitor team productivity.
- Conduct regular reviews, coaching sessions, and capability development initiatives.
- Foster a customer-centric and performance-driven culture within the team.
- Review customer satisfaction reports, escalation trackers, and collections dashboards.
- Monitor CRM KPIs such as CSAT, NPS, complaint resolution TAT, and collection efficiency.
- Present periodic reports and insights to senior management.
- Utilize customer feedback and analytics to drive business decisions.
Educational Qualification
- Bachelor's Degree in Business Administration, Commerce, Marketing, Engineering, or related discipline.
- MBA/PGDM in Marketing, Customer Relationship Management, Operations, or related field preferred.
- 10-15 years of experience in Customer Relationship Management, Customer Service, Collections, Relationship Management, or Client Engagement.
- Minimum 4-5 years of experience in leading CRM teams.
- Experience in Real Estate, Hospitality, Banking, Infrastructure, Retail, or customer-focused industries preferred.
- Proven experience in handling customer escalations, collections management, and customer lifecycle processes.