Crm Manager

Sr. No. Areas Responsibility

1 Customer Satisfaction & Experience Ensure high levels of customer satisfaction across all projects. Monitor and improve customer feedback scores (NPS, CSAT, etc.). Resolve escalated customer complaints within defined timelines. Develop customer retention strategies and appreciation programs

2 Post-Sales Service & Relationship Management Coordinate with CRM team for documentation, agreements & registration. Ensure timely possession handover and smooth move-in process. Oversee post-possession services and defect/liability rectifications. Maintain long-term relationships with existing clients for referrals

3 Process Improvement & SOP Implementation Develop and implement SOPs for customer service processes. Improve TAT (Turnaround Time) for customer queries and complaints. Train team on customer handling, communication & documentation. Implement CRM software and ensure accurate data entry & follow-up tracking

4 Coordination With Internal Departments Ensure smooth coordination with Sales, Legal, Finance, Engineering & Site Team. Track progress of customer-related tasks with each department. Conduct weekly/monthly review meetings for pending customer issues.

5 Compliance & Documentation Ensure compliance with RERA norms and customer communication standards. Monitor documentation accuracy agreement, allotment letters, demand letters, etc. Ensure all communication is transparent and well-documented.

6 MIS & Reporting Generate monthly reports on customer satisfaction, issues & resolution. Maintain data on complaints closure rate, aging reports & escalations. Present customer service performance to management with improvement action plans.

7 Team Management Lead and monitor the CRM team performance. Allocate responsibilities and set targets for team members. Conduct training & development for customer interaction and complaint handling. 8 Cost Control & Efficiency Optimize cost of customer service operations. Implement technology-based solutions to reduce manual work and errors. Improve efficiency through automation (emails, reminders, alerts, dashboards).

Interested candidate can wats up me resume - 9321112462