Real Estate CRM Executive

FUNCTION : CRM

SUB FUNCTION : CRM

ROLE : Process Owner

LOCATION: Site

DESIGNATION : CRM Executive

REPORTING TO : Head - CRM

**PURPOSE OF THE ROLE**

CRM team

2. Studying the project in depth to answer any queries the customer has regarding the project post sales.

3. Understanding the customer service philosophy of Manbhum, explaining it to the customer and handholding them

4. Supporting the CRM Manager in delivering a good customer experience

5. Sharing market knowledge with the executive for proper understating of Competitors

6. Keeping track on daily follow-up of executives.

7. Maintaining discipline and smooth work flow, coordination at site.

8. Taking weekly and monthly meetings.

**KEY RESPONSIBILITIES**

**ROLE TOWARDS CUSTOMERS**:
1. Provide the customer a complete understanding of the CRM process

2. Introduction mails to the customer, pricing and payment confirmation

3. Creation of Agreement of Sale and answering all their queries regarding the same.

4. Creation and submission of NOCs, Tripartite Agreements and the entire docket required by bankers

5. Pricing confirmation, payment schedule and banking option to the customer as per his requirement.

6. Providing detailed and timely information to customers post their site visits about the construction progress

7. Coordinating the site visit of customers during construction

8. Explain the rules and regulations of the community and Manbhum at the time of purchase by the customer.

9. Maintaining long term relationship with customers to generate referrals

Prepared for Competency Mapping Exercise / Confidential Page **1* of **5*

**ROLE DESCRIPTION**

**TARGETS**:
1. Providing referrals from existing customers for sales

2. Generating revenue for the firm through DSA

3. Study the pain points in the CRM process and organize it to deliver better customer experience

**ROLE TOWARDS MANAGEMENT**

1. Sharing inputs which will help (a) target customers better (b) improve conversion ratio of site visits (c)

Pricing the product to maximize profitability while maintaining healthy sales velocity.

2. Preparingtimely and accurate reports on various data points for daily, weekly, monthly basis to help in timely and better decision making.

3. Keeping track of sales velocity and inventory availability to help decision on timely launch of new phases.

4. Keeping track of upcoming & new market opportunities to help management in taking appropriate land purchase decisions.

**Role towards Marketing team:

- **

1. Periodic survey of other projects in the vicinity. Market survey on parameters including unit plan, amenities, specs, pricing, sales velocity, inventory type and availability, CP slabs, etc.

2. Provide feedback to marketing team on customer profile, content on our digital platforms like google ads,
FB & Instagram posts, landing pages, Chatbot, Hoarding locationsetc based on what will matter most to customers.

3. Ensure propertraining to presales team and do periodic review and give feedback.
4. Keeping track of market trends and give feedback to management on new areas for land purchase.

**PLAN CHECKING AND NEW LAUNCH ACTIVITIES**

1. Checking of plans and blue prints before sanctioning for accuracy and saleability

2. Providing inputs on new project unit and floor plans

3. Visiting Location and doing competitor analysis.

4. Preparing of Sales flow for new launch after understanding of project.

5. Preparing costing for new launches after receiving sales area from Head office.

6. Updating Channel Partners regarding new launch and creating market awareness about our product.

**ROLE TOWARDS SITE EXECUTIVE:

- **

1. Training of new sales staff.

2. Weekly training of site sales executive for Closing deals, Negotiation Techniques, Grooming.

3. Training regarding various bank finance Scheme, funding options and offers.

4. Building team work understanding their concerns and resolving them.

Prepared for Competency Mapping Exercise / Confidential Page **2* of **5*

**Role towards channel partner:

- **

1. Building relations with Channel partners to generated leads.

2. Training the C.P. team to understand our product

3. Tracking CP performance

4. Motivating CPs to increase site visits.

5. Updating Channel partner to new offers and schemes.

6. Giving presentation to CP at the offices.

**ROLE TOWARDS CUSTOMER RELATION MANAGEMENT:

- **

1. Line up agreements for all the new customers and to ensure agreement process smoothness.

2. Working as a mediator and a support between CRM and Client.

3. Solving customers queries regarding agreement process to help CRM team

4. Reporting CRM team with construction work status report for sending demands.

**Banking:

- **

1. Dealing with bankers for new financial schemes and offers to promote sales

2. Get project APF for new projects.

3. Coordinating with bank surveyors for work status and their disbursements.

4. Making team members understand and train them on funding options

5. Help tea