Customer Relationship Management Manager

2 weeks ago

Hyderabad, Telangana, India Ridhira Group - Building World's largest Wellness Communities Full time
Job Description – CRM Manager
Company: Ridhira Living Pvt Ltd
Industry: Real Estate
Location: Nanakaramguda, Hyderabad
Experience: Minimum 5–8 years of experience in CRM, exclusively from the real estate industry
Position Overview
Ridhira Living Pvt Ltd is seeking an experienced and strategic CRM Manager from the real estate industry to lead and enhance customer relationship management activities. The role involves managing customer interactions, improving customer satisfaction, and driving customer retention through effective CRM strategies. The ideal candidate will have a deep understanding of the real estate market and customer lifecycle, with a strong focus on client engagement and service excellence.
Key Responsibilities
1. Customer Relationship Management
Develop and implement CRM strategies to improve customer engagement and satisfaction.
Manage customer lifecycle from inquiry to post-sales, ensuring a seamless customer experience.
Build and maintain strong relationships with existing and potential customers.
Ensure timely and effective communication with customers regarding project updates, handovers, and feedback.
2. Sales Support & Customer Engagement
Collaborate with the sales team to enhance customer acquisition and retention.
Monitor and track customer interactions to identify opportunities for upselling and cross-selling.
Ensure all customer queries and complaints are resolved promptly and effectively.
Develop and implement customer feedback mechanisms to assess customer satisfaction levels.
3. CRM System Management
Manage and optimize the CRM platform to ensure accurate customer data and reporting.
Analyze customer data to identify trends and insights for improving customer experience.
Ensure proper data segmentation and targeted communication based on customer profiles.
Generate regular reports on customer engagement, feedback, and satisfaction levels.
4. Post-Sales & Handover Process
Oversee the post-sales process, ensuring smooth documentation and property handover.
Act as a point of contact for resolving any issues related to property possession or handover.
Coordinate with project and legal teams to ensure all customer commitments are fulfilled.
5. Process Improvement
Continuously assess and improve CRM processes to enhance customer experience.
Develop customer loyalty programs and initiatives to improve customer retention.
Identify process gaps and suggest corrective actions to improve operational efficiency.
Key Requirements
Education: Bachelor's degree in Business Administration, Marketing, or a related field. MBA preferred.
Experience: 5–8 years of experience in CRM roles within the real estate industry.
Skills:
Strong understanding of the real estate market and customer lifecycle.
Proficiency in CRM tools (e.g., Salesforce, HubSpot) and customer data analysis.
Excellent communication, negotiation, and problem-solving skills.
Strong analytical and strategic thinking abilities.
Personal Attributes:
Customer-focused mindset with a passion for enhancing customer satisfaction.
High level of integrity, professionalism, and attention to detail.
Ability to work in a fast-paced and dynamic environment.
Performance Metrics
Customer satisfaction score (CSAT) and Net Promoter Score (NPS).
Customer retention and repeat business rates.
Response time and resolution rate for customer queries.
Successful completion of property handovers.
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Office location: Nanakramguda, Hyderabad. Working from office is mandatory.
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