Customer Experience Manager

4 weeks ago

Mumbai, Maharashtra, India Today Global Developer Full time
Job Title: CRM Head

Location:
Navi Mumbai, India

Reports To:
Chief Business Officer (CBO)

Job Overview:

  • The CRM Head will oversee the customer relationship management processes within the organization, with a strong emphasis on handling technical documentation and ensuring smooth customer interactions throughout the post-sales cycle.
  • The role demands expertise in managing legal agreements, financial coordination, and client relations while ensuring a seamless experience for customers and stakeholders alike.

Key Responsibilities:

Technical Documentation & Compliance:

  • Oversee management of technical documents, including Builder Agreements (BBA), Transfer of Property (TPT) documents, sales/resale agreements, and project finance documentation.
  • Coordinate with bankers and financial institutions to ensure compliance with legal and regulatory requirements.

Customer Relations Excellence:

  • Implement and maintain customer-centric processes and systems that address client queries efficiently.
  • Ensure smooth transition and problem resolution, providing timely solutions and ensuring customer satisfaction.

Demand Raising & Collections:

  • Ensure timely generation of payment demands and manage collections.
  • Coordinate closely with stakeholders to ensure smooth payment flows and collections management.

Stakeholder & Financial Coordination:

  • Act as the primary point of contact for clients, stakeholders, bankers, and financial institutions.
  • Manage and coordinate financial documentation and interactions, ensuring transparency and efficiency.

End-to-End Post-Sales Management:

  • Oversee all aspects of post-sales services, including documentation, customer interaction, and service delivery.
  • Act as the custodian of CRM systems and processes, ensuring best practices are adhered to.

Customer Records & Fund Flow Management:

  • Maintain comprehensive customer records, ensuring accuracy and timeliness in demand generation, collections, and fund flow management.

Customer Complaint Resolution:

  • Address and resolve product or service issues by identifying the root cause and implementing appropriate corrective measures.
  • Follow up on resolutions to ensure customer satisfaction.

MIS Management:

  • Manage Management Information Systems (MIS) to track, report, and analyze CRM metrics and performance.

Leadership & Team Management:

  • Lead and manage frontend, backend, and ERP teams, ensuring collaboration and effective workflow management.
  • Develop leadership within the team and encourage performance excellence.

Job Requirements:

  • Bachelor's degree in Business, Marketing, or a related field; an MBA is preferred.
  • 15+ years of experience in customer relationship management, specifically in real estate.
  • Expertise in customer relations systems and post-sales management.
  • Problem-solving abilities with a focus on customer satisfaction.

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