Customer Relations Manager

Manage and analyse customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and generating revenue for the company through timely recoveries.

About the Role

Manage and analyse customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and generating revenue for the company through timely recoveries.

Responsibilities

• Keep excellent relationship with the customers, build trust and confidence in the company by updating them on the progress of their property and build one-to-one relationships.
• Managing Customer Lifecycle from sale to possession of the customer’s property.
• Enhance Customer Experience.
• Updating the progress of payments in ERP/ SAP (Sales & CRM Module).
• Internal co-ordination with Engineering, Design, Legal and Accounts departments for getting updates on the project.
• Demand generation on achieving milestones in construction and informing the customers pre and post-demand generation.
• Follow-up on submittals.
• Collections/ Payment Follow Ups with Customer.
• Drive post-sales activity.
• Coordinate with Financers for fund flow and fund utilization, maintain and update data as per internal strategies.
• Address and manage escalated customer queries.

Key Performance Indicators

• Monitor and maximise customer lifetime value strategies.
• Plan & Monitor accurate and timely sales documentation - Eg, Application forms, Allotment Letters, Agreement for Sale / Construction, Demand Notices, Sale Deeds, Tripartite Agreements/NOC for Banks.
• To contribute to the overall standardisation of data, formats and MIS.
• To conceptualize & identify opportunities to create and implement customer delight.

Qualifications

• Education: Graduate/ Post Graduate/ MBA.
• Experience: Overall experience of 4-10 Years of Experience in real estate Sales/CRM.

Required Skills

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in ERP/SAP systems.

Preferred Skills

• Experience in real estate industry.
• Knowledge of customer relationship management.