CRM Manager

In this role, the candidate will be the primary point of contact for all assigned customers and maintain strong relationships. The responsibilities will include managing customer portfolios, addressing queries, and collaborating with internal teams to enhance customer experiences. 

Role & responsibilities

Customer relationship management

• Implement strategies and initiatives to enhance customer retention and drive revenue growth.
• Build and maintain relationships with assigned customers as the primary point of contact.
• Proactively engage with customers to foster long-term partnerships.
• Conduct thorough needs assessments to understand pain points.
• Develop and execute account plans to effectively manage customer portfolios.
• Monitor customer satisfaction levels, address any issues or concerns promptly, and ensure overall favorable customer experience.
• Maintain regular and clear communication with customers through various channels, such as meetings, calls, emails, and customer portals.
• Keep customers informed about new products, features, and updates that may be relevant to their business.
• Provide timely updates to clients regarding project status.
• Make welcome calls and send welcome emails within 24 hours of bookings, providing all booking-related information and getting feedback.
• Represent customer interests and provide feedback to internal teams, including sales, marketing, and operations, to drive continuous improvement and deliver exceptional customer experiences.

Data analysis and reporting

• Collect and analyze customer feedback, surveys, and satisfaction metrics.
• Use customer data to drive decision-making and improve overall customer experience.
• Compile reports and present insights to management.
• Prepare MIS including total sales of flats, total received amounts, total registrations, total agreements, and separate data for defaulters for management review and course correction.

Coordination with Back-end teams

• Co-ordinate with back-end CRM team for all back-office sales administration operations like Builder Buyer Agreements and payment receipts.
• Ensure timelines, completion, comprehensiveness, and accuracy of all documentation pertaining to clients' booking forms during sales.
• Co-ordinate with client for all formalities related to booking forms along with KYC.

Query management

• Handle post-sales queries through emails and calls.
• Constantly talk to defaulters, understand their problems, and put forward the case to management if required.

Preferred candidate profile

• Bachelors or Masters degree in Business Administration, Finance, or related field.
• Minimum 5 years of experience in CRM frontend in the real estate industry.
• Strong proficiency in CRM software, MS Excel, and other relevant systems.
• Experience with data reconciliation and reporting.
• Solid understanding of real estate operations, legal agreements, and documentation (MOU, Lease, NPV).
• Understanding of financial processes, including cost sheets, reconciliations, and assured return calculations.
• Ability to handle large volumes of data accurately and efficiently.
• Excellent written and verbal communication skills to prepare reports and interact with customers and internal teams.
• Strong analytical and problem-solving abilities to address discrepancies and improve operational workflows.
• High level of integrity and confidentiality when handling sensitive customer and financial data.
• Proactive and self-motivated approach to tasks.
• Manage job of Possession/Demand letters/TPA/Builder Buyer Agreement etc.
• Good hands on customers Receipt generation, Allotment letter, demand & Invoice raise