Design Coordinator

**Job Overview**:
The CRM Executive in a construction sales department is responsible for managing customer relationships, enhancing customer satisfaction, and ensuring a smooth post-sales experience. This role focuses on implementing effective CRM strategies, addressing customer queries, and ensuring timely handover of projects, while maintaining the highest standards of customer service.

**Key Responsibilities**:

- **Customer Relationship Management**:

- Build and nurture strong relationships with customers to enhance satisfaction and loyalty.
- Act as the primary point of contact for customers during the post-sales phase.
- Address and resolve customer queries, concerns, and complaints promptly.
- **CRM Strategy Development and Implementation**:

- Develop and execute CRM strategies to improve customer engagement and retention.
- Collaborate with the sales and marketing teams to align CRM efforts with overall business objectives.
- Analyze customer data to identify trends and improve service delivery.
- **Post-Sales Coordination**:

- Manage the documentation process, including agreements, receipts, and handover documentation.
- Coordinate with internal teams (sales, legal, accounts, and construction) to ensure a seamless customer journey.
- Oversee project handover, possession, and post-possession services.
- **System and Process Management**:

- Oversee CRM software implementation and maintenance.
- Ensure accurate data entry, tracking, and reporting of customer information and interactions.
- Regularly update customers about project progress, timelines, and milestones.
- **Conflict Resolution and Problem-Solving**:

- Address and resolve disputes related to payments, project delays, or other issues.
- Mediate between customers and internal teams to find satisfactory resolutions.
- Maintain detailed records of customer concerns and resolutions for future reference.
- **Team Leadership and Training**:

- Lead the CRM team, setting clear objectives and performance metrics.
- Train and mentor team members on customer handling, communication, and CRM tools.
- Conduct regular team reviews to ensure high performance.
- **Reporting and Analytics**:

- Generate reports on customer satisfaction, complaint resolution, and retention rates.
- Provide insights to senior management on customer feedback and process improvements.
- Track and analyze KPIs to measure the effectiveness of CRM initiatives.

**Skills and Qualifications**:

- **Education**:Bachelor’s degree in Business Administration, Marketing, or a related field. A master’s degree is preferred.
- **Experience**:Minimum of 2-3 years of experience in customer relationship management, preferably in the construction or real estate industry.
- **Technical Skills**:

- Proficiency in CRM software (e.g., Salesforce, Zoho CRM).
- Familiarity with ERP systems used in the construction industry.
- Strong data analysis and reporting skills.
- **Core Competencies**:

- Excellent communication and interpersonal skills.
- Problem-solving and conflict-resolution expertise.
- Strong organizational and multitasking abilities.
- Customer-centric mindset with a proactive approach.
- Leadership and team management skills.

**Performance Metrics**:

- Customer satisfaction scores (CSAT).
- Resolution time for customer queries and complaints.
- Retention and repeat customer rates.
- Timeliness and accuracy in project handovers.
- Effectiveness of CRM strategies and their impact on sales and loyalty.

**Job Types**: Full-time, Permanent

Pay: ₹18,246.16 - ₹25,086.05 per month

**Benefits**:

- Cell phone reimbursement
- Paid time off

**Education**:

- Bachelor's (required)

**Experience**:

- Design Coordinator: 3 years (required)

**Location**:

- Charoli BK, Pune, Maharashtra (required)

Work Location: In person