CRM Head

Job Description: CRM Head

Location:

Job Summary:

Key Responsibilities:

1. Overseeing Overall CRM Activities:

• Lead and manage all CRM functions, ensuring seamless coordination across various departments.
• Ensure a consistent and customer-focused approach in all CRM activities.

2. Post-Sales Documentation and Coordination:

• Oversee the post-sales documentation process, including coordination and registration procedures.
• Ensure timely and accurate completion of all necessary documentation for customers.

3. APF/Area Processes and Approvals:

• Manage APF (Approved Project Finance) and area-related processes.
• Obtain necessary approvals in a timely manner to facilitate smooth project execution.

4. Collections Projections and Reports:

• Oversee collections and ensure projections are met in alignment with financial goals.
• Prepare and present detailed reports on collections, highlighting key trends and areas for improvement.

5. Customer Grievance Handling:

• Lead the customer support team in addressing and resolving customer grievances promptly.
• Implement effective grievance redressal mechanisms to maintain high levels of customer satisfaction.

6. Project Status Updates:

• Regularly update customers on project status, ensuring transparency and trust.
• Coordinate with the project team to provide accurate and timely information to customers.

7. Customer Meetings:

• Organize and conduct customer meetings to address concerns, provide updates, and strengthen relationships.
• Ensure that customer feedback is collected and acted upon to improve service delivery.

8. Team Management:

• Manage, mentor, and train the CRM team to achieve departmental goals.
• Set performance targets and ensure the team meets or exceeds them.
• Foster a customer-centric culture within the team.

9. CRM Strategy Development:

• Design and implement CRM strategies that align with business goals and customer needs.
• Drive customer acquisition, retention, and satisfaction through innovative CRM initiatives.

10. Collaboration and Communication:

• Work closely with sales, marketing, and operations teams to ensure seamless customer experiences.
• Communicate CRM insights and recommendations to stakeholders at all levels.

11. Process Improvement:

• Continuously improve CRM processes and systems to enhance efficiency and effectiveness.
• Ensure compliance with industry regulations and company policies in all CRM activities.

Qualifications:

• Bachelors degree in Business Administration, Marketing, or a related field; MBA preferred.
• 13+ years of experience in CRM with a strong background in real estate customer support.
• Proven track record of overseeing CRM activities, including post-sales documentation, registration, APF processes, and approvals.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in CRM software and data analysis tools.
• Strong problem-solving skills and the ability to manage complex customer relationships.

Location: