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Sr. Manager
2 weeks ago
We are seeking a highly motivated and data-driven Senior Manager CRM to develop and lead the customer relationship management strategy across all residential/commercial projects. This role will play a critical part in improving lead quality, enhancing customer journeys, automating engagement across channels, and boosting conversion and retention rates throughout the property buying lifecycle.
Key Responsibilities:
Strategy & Planning
- Design and execute the CRM strategy aligned with marketing and sales objectives.
- Develop end-to-end CRM lifecycle journeysfrom lead acquisition to post-sales and customer retention.
- Ensure seamless integration between CRM, lead management systems (LMS), and sales processes.
Lead Management & Conversion Optimization
- Improve lead qualification, scoring, and distribution mechanisms for faster sales conversion.
- Track and optimize lead touchpoints via email, SMS, WhatsApp, and telecalling automation.
- Identify drop-off points and recommend strategies to reduce leakage in the sales funnel.
CRM & Automation Tools
- Set up marketing automation workflows to trigger timely and personalized communications.
- Ensure CRM data hygiene and proper integration with websites, landing pages, and digital campaigns.
Customer Insights & Reporting
- Analyze buyer behavior, lead source performance, and campaign ROI using CRM dashboards.
- Present actionable insights to marketing, sales, and senior leadership teams to drive decision-making.
- Monitor KPIs like lead response time, engagement rates, customer satisfaction (CSAT), and repeat business.
Post-Sales & Loyalty Programs
- Coordinate with CRM and customer service teams to manage handovers from pre-sales to post-sales.
- Build loyalty/referral programs and engagement plans for repeat or long-term investors/buyers.
- Ensure timely updates and communication on project construction, possession, and legal milestones.
Cross-Functional Collaboration
- Collaborate closely with Sales, Marketing, Customer Care, Legal, and Technology teams.
- Train teams on CRM usage, lead tracking, and customer interaction best practices.
Key Skills & Competencies:
- Proven experience managing CRM in the real estate domain
- Deep understanding of the real estate sales cycle and customer behavior
- Data-oriented with strong reporting and dashboarding skills
