Customer Relationship Management Manager

Role Overview: As a CRM Manager in the Real Estate industry at Goregaon West, you will lead and mentor the CRM team to ensure seamless post-sales operations. Your responsibilities will include allocating tasks, monitoring performance, and ensuring compliance with CRM SOPs. You will review and optimize CRM processes to enhance efficiency and customer service quality. Your primary focus will be on maintaining high customer satisfaction scores by serving as an escalation point for grievances and complex cases. Proactively managing customer relationships and personally handling key clients when necessary will be crucial for ensuring trust and retention. Accuracy in preparing and dispatching demand letters, receipts, and legal documentation will be essential, requiring coordination with the Accounts and Legal teams for smooth processing and compliance. Monitoring and resolving high-priority complaints within defined timelines and implementing a structured system to track and address customer issues effectively will be key for maintaining professionalism. Reporting and analysis to identify patterns in complaints or delays, along with initiating corrective actions, will also be part of your role. Effective internal coordination and stakeholder management with various departments like Sales, Legal, Accounts, and Project/Site teams are necessary to ensure accurate information flow and efficient issue resolution. Key Responsibilities: - Lead and mentor the CRM team - Allocate tasks and monitor performance - Ensure compliance with CRM SOPs - Review and optimize CRM processes - Maintain high customer satisfaction scores - Serve as an escalation point for grievances and complex cases - Proactively manage customer relationships - Handle key clients when necessary - Prepare and dispatch demand letters, receipts, and legal documentation - Coordinate with Accounts and Legal teams - Monitor and resolve high-priority complaints within defined timelines - Implement a structured system to track and address customer issues effectively - Train the team on handling difficult clients - Report and analyze patterns in complaints or delays - Initiate corrective actions - Coordinate with Sales, Legal, Accounts, and Project/Site teams Qualifications Required: - Graduate degree in Business Administration, Commerce, or related fields (MBA preferred) - 5-8 years of experience in CRM roles - At least 2-3 years in a team leadership/managerial position - Strong leadership and people management abilities - Excellent interpersonal and communication skills - High customer empathy and solution-driven approach - Strong analytical and problem-solving skills - Proficiency in CRM software and MS Office (especially Excel and Outlook) - Ability to manage multiple priorities under pressure - Prior experience in Real Estate, Construction, or other customer-facing service industries preferred (Note: The additional details of the company are not provided in the job description.),