Design Coordinator

Job Overview:

The CRM Executive in a construction sales department is responsible for managing customer relationships, enhancing customer satisfaction, and ensuring a smooth post-sales experience. This role focuses on implementing effective CRM strategies, addressing customer queries, and ensuring timely handover of projects, while maintaining the highest standards of customer service.

Key Responsibilities:

• Customer Relationship Management:
• Build and nurture strong relationships with customers to enhance satisfaction and loyalty.
• Act as the primary point of contact for customers during the post-sales phase.
• Address and resolve customer queries, concerns, and complaints promptly.
• CRM Strategy Development and Implementation:
• Develop and execute CRM strategies to improve customer engagement and retention.
• Collaborate with the sales and marketing teams to align CRM efforts with overall business objectives.
• Analyze customer data to identify trends and improve service delivery.
• Post-Sales Coordination:
• Manage the documentation process, including agreements, receipts, and handover documentation.
• Coordinate with internal teams (sales, legal, accounts, and construction) to ensure a seamless customer journey.
• Oversee project handover, possession, and post-possession services.
• System and Process Management:
• Oversee CRM software implementation and maintenance.
• Ensure accurate data entry, tracking, and reporting of customer information and interactions.
• Regularly update customers about project progress, timelines, and milestones.
• Conflict Resolution and Problem-Solving:
• Address and resolve disputes related to payments, project delays, or other issues.
• Mediate between customers and internal teams to find satisfactory resolutions.
• Maintain detailed records of customer concerns and resolutions for future reference.
• Team Leadership and Training:
• Lead the CRM team, setting clear objectives and performance metrics.
• Train and mentor team members on customer handling, communication, and CRM tools.
• Conduct regular team reviews to ensure high performance.
• Reporting and Analytics:
• Generate reports on customer satisfaction, complaint resolution, and retention rates.
• Provide insights to senior management on customer feedback and process improvements.
• Track and analyze KPIs to measure the effectiveness of CRM initiatives.

Skills and Qualifications:

• Education:Bachelor’s degree in Business Administration, Marketing, or a related field. A master’s degree is preferred.
• Experience:Minimum of 2-3 years of experience in customer relationship management, preferably in the construction or real estate industry.
• Technical Skills:
• Proficiency in CRM software (e.g., Salesforce, Zoho CRM).
• Familiarity with ERP systems used in the construction industry.
• Strong data analysis and reporting skills.
• Core Competencies:
• Excellent communication and interpersonal skills.
• Problem-solving and conflict-resolution expertise.
• Strong organizational and multitasking abilities.
• Customer-centric mindset with a proactive approach.
• Leadership and team management skills.

Performance Metrics:

• Customer satisfaction scores (CSAT).
• Resolution time for customer queries and complaints.
• Retention and repeat customer rates.
• Timeliness and accuracy in project handovers.
• Effectiveness of CRM strategies and their impact on sales and loyalty.

Job Types: Full-time, Permanent

Pay: ₹18,246.16 - ₹25,086.05 per month

Benefits:

• Cell phone reimbursement
• Paid time off

Education:

• Bachelor's (Required)

Experience:

• Design Coordinator: 3 years (Required)

Location:

• Charoli BK, Pune, Maharashtra (Required)

Work Location: In person