Executive/Sr. Executive/AM CRM

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.