CRM Executive

Job Overview:

The CRM Executive is responsible for managing and enhancing relationships with customers, ensuring high levels of customer satisfaction, and driving customer retention and sales growth. The role involves implementing CRM strategies, managing CRM systems, and analyzing customer data to optimize the customer experience.

Key Responsibilities:

Customer Relationship Management:

Develop and maintain long-term relationships with customers.

Serve as the main point of contact for customer inquiries and complaints.

Address customer issues and ensure timely resolution.

CRM System Management:

Oversee the CRM system, ensuring data accuracy and integrity.

Update customer information and maintain detailed records of customer interactions.

Train staff on using the CRM system effectively.

Sales Support:

Work closely with the sales team to identify opportunities for customer engagement.

Track and follow up on leads to ensure they are converted into sales.

Assist in preparing sales proposals and presentations.

Data Analysis and Reporting:

Analyze customer data to identify trends and insights.

Generate reports on customer behavior, sales activities, and CRM performance.

Use data insights to develop strategies for improving customer satisfaction and sales.

Marketing Support:

Collaborate with the marketing team to plan and execute customer engagement campaigns.

Segment customers for targeted marketing efforts.

Monitor the effectiveness of marketing campaigns and suggest improvements.

Customer Feedback Management:

Collect and analyze customer feedback through surveys, calls, and other channels.

Implement improvements based on customer feedback.

Ensure a feedback loop to inform customers of actions taken based on their input.

Process Improvement:

Identify and implement best practices in CRM.

Continuously improve CRM processes to enhance efficiency and customer satisfaction.

Stay updated with industry trends and CRM technologies.

Compliance and Documentation:

Ensure all customer interactions comply with relevant laws and regulations.

Maintain proper documentation of all CRM activities and customer communications.

Ensure confidentiality and security of customer information.

Qualifications:

Education: Bachelor’s degree in Business Administration, Marketing, or a related field.

Experience: 2-3 years of experience in CRM, customer service, or sales support, preferably in the real estate industry.

Skills:

Proficiency in ERP software.

Strong communication and interpersonal skills.

Analytical skills with the ability to interpret data and generate actionable insights.

Problem-solving skills and attention to detail.

Ability to work collaboratively with cross-functional teams.

Competencies:

Customer-Focused: Passionate about delivering exceptional customer service.

Tech-Savvy: Comfortable with using technology to manage customer relationships.

Adaptable: Ability to adapt to changing business needs and customer requirements.

Results-Driven: Focused on achieving targets and driving business growth.

Organized: Excellent organizational and time management skills.

Reporting To:

CRM Manager or Head of Sales/Marketing

Additional Information:

Work Environment: Office-based with occasional site visits.

Working Hours: Full-time, with occasional requirements for evening work depending on customer needs and events.

Job Type: Full-time

Pay: From ₹25,000.00 per month

Schedule:

• Day shift

Work Location: In person