Manager- CRM- Pune Regional Office

Job Role: Manager - CRM About JUSTO: Established in August 2019, JUSTO is a dynamic real estate solutions company driving innovation and growth. With a robust team of over 500 professionals, we empower developers to transform their vision into reality. Our tailored strategies maximize value for both developers and end-users. Our proven track record includes delivering over 9,000 units, generating sales exceeding Rs. 6,000 crores. Currently executing projects worth Rs. 3,500 crores, with a promising pipeline of Rs. 17,000 crores, we re rapidly expanding our footprint across Mumbai, Navi Mumbai, Pune, Bhubaneswar, Kolhapur, Aurangabad, and Nashik. Our approach is rooted in three core principles: providing expert Advice, we help Create innovative products, and Nurture long-term partnerships. This, combined with our unique blend of technology and personalized service, positions JUSTO as a leading offline-to-online real estate platform. Job Title: Manager Job Role: CRM Location: Mumbai (All Areas) Experience: Minimum 3-6 years Reports to: Head of Department About the Role: The CRM (Customer Relationship Management) Manager will play a pivotal role in ensuring superior customer satisfaction through proactive engagement and seamless coordination. This role focuses on managing the complete customer lifecycle, from onboarding to post-possession services, while maintaining high service quality standards and ensuring adherence to company policies and ensuring billing to be raised on time. Key Responsibilities: Customer Engagement Relationship Management Build and maintain strong relationships with the assigned customer base, ensuring consistent and personalized engagement throughout the customer lifecycle. Plan and execute "wow moments" at significant stages like onboarding, agreement signing, and handover of possession. Conduct welcome calls and emails within 24 hours of booking to provide booking-related information and gather feedback. Customer Service Query Resolution Resolve customer queries and issues promptly via calls, emails, and face-to-face meetings. Address concerns related to cancellations, transfers, allotments, and registration processes, ensuring 100% customer satisfaction. Assist customers with processes like loan documentation, flat allotments and deed transfers. Handle escalations and provide adequate resolutions to ensure customer retention. Operational Excellence Manage all post-booking customer services, from demand generation and cheque validation to documentation and possession. Ensure accurate and timely completion of customer documentation, including KYC, Builder-Buyer Agreements, payment receipts, and possession letters. Format, issue, and manage customer documents like demand letters, credit notes, and transfer forms. Maintain organized records of all customer-related files and documents. MIS Management Reporting Maintain and update the MIS system with accurate customer data, tracking all critical touchpoints. Prepare company MIS, DSR (Daily Sales Report), and final work reports for leadership review. Analyze data to identify process improvements and enhance service delivery. Team Collaboration Coordination Work closely with internal teams, including sales and other operational teams, to ensure a smooth customer experience. Coordinate with sales teams to ensure accurate and timely bookings and customer onboarding. Payment Possession Management Monitor payment collection and ensure demands align with construction progress. Facilitate possession processes, including final fit-outs and handovers, while maintaining customer satisfaction. Upselling Cross-Selling Identify opportunities for cross-selling to the existing customer base, adding value to their experience and contributing to revenue growth. Required Skills and Qualifications: Educational Qualifications: Bachelor s degree in Business Administration, Marketing, or related fields. Industry Knowledge: Strong understanding of the real estate industry, including customer lifecycle, sales processes, possession procedures, and regulatory requirements. Competencies: Familiarity with real estate financing processes, such as home loans and documentation. Technical Proficiency: Microsoft Excel, PowerPoint, CRM systems and relevant software for reporting and presentations.