Manager - FrontEnd CRM (Facilities)

Manager / Team Lead CRM Operations

Key Responsibilities (KRAs):

• CRM Operations Management

• Manage and oversee day-to-day CRM operations, ensuring process compliance and operational efficiency.
• Drive system optimization, data accuracy, and process improvements within the CRM platform (preferably Salesforce).
  

• Customer Escalation Management

• Act as the point of escalation for critical customer issues, ensuring timely resolution and root cause analysis.
• Develop and implement preventive measures to reduce recurring escalations.
  

• Team Leadership & Development

• Lead, mentor, and motivate a team to achieve service excellence and business objectives.
• Conduct regular performance reviews, coaching sessions, and training initiatives.
  

• Collections & Dunning

• Oversee and drive the collections process, ensuring timely follow-up and recovery of dues.
• Implement effective dunning strategies to minimize outstanding payments and bad debts.
  

• RWA Interaction & Relationship Management

• Liaise with Resident Welfare Associations (RWAs) for smooth community operations and dispute resolution.
• Build and maintain strong relationships to foster trust and engagement.
  

• Process Improvement & Reporting

• Analyze operational data, generate MIS reports, and present insights to senior management.
• Identify gaps and recommend process enhancements for improved efficiency and customer satisfaction.
  

Required Skills & Qualifications:

• Minimum 7 years of relevant experience in

  CRM operations, customer service, collections, and team management

  .
• Strong knowledge of CRM systems and processes;

  Salesforce (SFDC) experience preferred

  .
• Proven ability to handle customer escalations and resolve issues effectively.
• Experience in RWA interactions and community relationship management is an advantage.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical skills with proficiency in MS Excel and reporting tools.
  

Key Attributes

• Customer-focused with a problem-solving mindset.
• Process-driven and detail-oriented.
• Ability to thrive under pressure while managing multiple priorities.