Customer Relationship Manager |Godrej Construction- Commercial| Mumbai

Job Description

Godrej Constructions Godrej Constructions mission is to create a world where nature and progress can co-exist harmoniously. From producing greener construction materials to solving the pressing issue of construction waste, Godrej Construction is present in every stage of the real estate development life cycle. The services offered by Godrej Construction include manufacturing sustainable construction materials, providing environmental engineering solutions, and helping deliver holistic spaces to customers through our construction and civil engineering services, as well as horticulture and landscape management. The lean manufacturing culture encourages the elimination of waste, creates better value, and ensures faster delivery. The business also leases out and maintains commercial properties, catering to clients of different sizes and needs across industries. Its engineering expertise enables it to build and fit-out office spaces according to client specifications. Godrej Construction also has a ready-mix concrete plant and a well-equipped central concrete laboratory to ensure consistency and quality. Focused on the environment, all Godrej Construction projects bear the Indian Green Building Council (IGBC) certification. Godrej Construction is the only corporate in India with a globally certified Environment Management System. KRA: 1. Customer Relationship Management 2. Customer Satisfaction and Net Promoter Score above 90 3. Compliances 4. Coordination of fit-outs post leasing of spaces as per business plan and Billing & Recovery Management 5. Improvement and Divisional Initiatives Role & responsibilities: 1. Customer Relationship Management a. Monthly interactions with the customers to understand their expectation, concerns/ issues, if any. b. Understanding key customer needs and addressing those. c. 100% delivery on customer commitments d. Building and maintaining sustainable relationships with key customers. e. Resolving customer complaints quickly and efficiently. f. Provide necessary inputs and support whenever any major concerns or disputes are escalated by customers. 2. Customer Satisfaction and Net Promoter Score above 90 a. Analyse the issues and provide appropriate solutions in a time bound manner. Ensuring all customer issues are solved within SLA timelines. b. Initiate Customer Satisfaction Survey every year, while ensuring that the Customer Satisfaction and Net Promoter Score is above 90 every year. To work on the action plan derived from the survey. c. Coordinate with enabling teams for effective solution to customers d. Assist in conducting client perception surveys and client engagement activities. Follow up for the actions subsequent to the surveys to address the concerns raised. 3. Compliances a. Coordinate with design & statutory approval team to keep track on compliances and statutory requirements for customers. b. Ensure 100% compliance is done for the building and provide necessary support to customers. 4. Coordination of fit-outs post leasing of spaces as per business plan and Billing & Recovery Management a. Understanding the best practices of competition and benchmarking with our campus. b. Support in documentation related to LOI, agreement and timely renewal of agreements before contract expiry. a. Jointly work with Operations and Property Management team for smooth handover of customer fit-outs. b. Fair understanding of billing system and recovery process. c. Ensuring timely billing to the customers and 100% recovery within assigned timelines. d. Solving the queries related to the billing process. 5. Improvement and Divisional Initiatives a. Lead/ Contribute to various divisional initiatives such as; Business Excellence, IMS, Kaizen, BBS, etc. b. Take daily campus rounds and ensure identification of safety hazards and the same is recorded in the system. c. Work with Operations team on improvement initiatives. g. To assist in the preparation of Annual Business Plan and Strategic Business Plan and monitor performance of ongoing projects with respect to the approved plans. h. Ensure excellent scores in SEEED and Harmony every quarter. Do the CAPA for negative scores. i. Enterprise Risk Management for Key Processes. j. Adherence to Compliance and Safe Working Environment Adherence to Environmental Sustainability as declared by organization. Preferred candidate profile Graduate in Civil Engineering Or/And Post graduate qualification in Management