Senior Manager- CRM (Customer Relationship Management)

We are seeking a highly experienced and strategic Senior Manager - CRM to lead the creation, implementation, and ongoing management of our customer relationship processes. The ideal candidate will be instrumental in ensuring a delightful customer experience from the initial prospect stage through to handover. This role requires strong leadership in team management, meticulous attention to process adherence, and exceptional problem-solving skills to maintain high customer satisfaction and operational efficiency.

Roles and Responsibilities:

• Responsible for the

  creation and implementation of CRM processes and structures

  to optimize customer engagement.
• Ensure a

  delightful customer experience

  from the prospect stage all the way to the handover for the customer.
• Responsible for

  recruiting, inducting, training, managing, motivating, leading, and developing the CRM team

  to meet company standards.
• Ensure

  timely query resolution within defined TAT (Turnaround Time)

  , effectively handling escalations, resolving issues, and controlling key performance metrics.
• Provide an

  overview of various MIS (Management Information System) reports and feedback

  for management review.
• Ensure

  adherence to processes, policies, and procedures

  within the stipulated TAT.

• Coordinate with various banks

  to facilitate bank tie-ups for the smooth disbursement of loans to customers.

• Streamline processes

  between back office, Relationship Managers (RMs), and Accounts departments.

• Measure team performance

  through collections and CSSM (Customer Satisfaction Score Metric) scores.

• Meet all customers briefly

  on their visits to the office or site to foster relationships.
• For exceptional customer cases, strictly

  follow the Internal Memo (IOM) process

  , demonstrating personal involvement in resolution.
• Assure

  customer files and data are safely stored

  , preventing any loss or misplacement of important documents.
• Assist the team in

  meeting deadlines

  for agreements, registrations, and payments.
• Arrange for

  training of team members on technical skills

  (CRM software, SAP, MS Office).
• Assure all

  KYC (Know Your Customer) documents

  (PAN card, passport, OCI) are collected for all customers.
• Assure the

  allotment and agreement process is strictly followed

  .
• Assure the team

  hands over important legal documents only to customers or their authorized personnel

  (requiring a formal letter).
• Assure the

  maintenance and timely updation of the Master Sheet

  (password-locked Excel).
• Assure the

  maintenance and timely updating of allotment and agreement dates

  .
• Maintain the

  slab construction dates of all towers

  .
• Get

  timely updates from Architect and Project teams

  on plans and changes to inform the CRM team.