Customer Relationship Manager

2 weeks ago

Powai, Maharashtra, India beBeeCustomerRelationship Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title:

Customer Relationship Manager


Job Description

The primary objective of this role is to foster and maintain strong customer relationships, ensuring their satisfaction and loyalty throughout the entire customer lifecycle.

This entails managing and analyzing customer interactions and data across various channels, including website, telephone, live chat, direct mail, marketing materials, and social media.

You will be responsible for handling customers from post-sales stages until handover of the property, collection, documentation, or any other paperwork on behalf of the company or client.

A key aspect of this role is compiling information on customers across different channels and points of contact, ensuring seamless communication and resolution of customer queries.


Required Skills and Qualifications

To excel in this position, you should possess a Graduate/Post Graduate/MBA degree with a minimum of 5-10 years of experience in real estate sales/CRM.

Your background in customer acquisition, re-engagement, and retention strategies will serve as a significant asset in this role.

A confident and articulate communicator capable of inspiring strong collaboration within the organization is essential.


Key Accountabilities
  • Data Updation: Update data in ERP/SAP (Sales Module)
  • Customer Management: Manage customer lifecycle, enhance customer experience, follow-up on submittals, collections/payment follow-ups, drive post-sales activity, address and manage escalated customer queries
  • Strategic Planning: Monitor and maximize customer lifetime value strategies, plan and monitor accurate and timely sales documentation
  • Operational Efficiency: Contribute to overall standardization of data, formats, and MIS, conceptualize and identify opportunities to create customer delight, manage site visits, web site and walk-in enquiries, follow up of all walk-in prospects and exhibition prospects

Internal & External Interactions

Internal interactions will involve Engineering, Legal, Sales and Marketing, Finance, IT departments, while external interactions will include Customers, HFI Team, Bank, Agencies, Consultants


Benefits

This role offers a range of benefits, including the opportunity to work with a dynamic team, contribute to the growth and success of the organization, and develop your skills and expertise in customer relationship management


Others

In addition to the above responsibilities, you will also be required to inspect flats before handing over possession, ensure prompt responsiveness on sales enquires, monitor sales collections, analyze feedback from customers, and provide feedback to the Sales and Marketing teams

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