Regional Head CRM

Purpose : To lead customer relationship management for the assigned region for ensuring exceptional customer experiences, adherence to standards, and driving continuous improvement initiatives thereby adding value to the function.

Principal Accountabilities

Customer Experience - Oversee the preparation of initial drafts in collaboration with the legal team before the project launch. Conduct periodic reviews alongside the project CRM lead to ensure timely completion of customer onboarding formalities, ensuring adherence to deadlines and standards across all projects within the region. Advocate for the continuous updating of FAQ documents across all projects to enhance the customer experience and ensure that accurate and relevant information is readily available to address customer inquiries effectively. Review the escalations received across regions with a view to ensure identification and implementation of adequate controls for mitigating the underlying issues pertaining to escalations. Share best practices across projects to avoid repeat instances of a similar nature. Lead customer retention initiatives across all projects, intervening proactively to ensure customer satisfaction and loyalty. Oversee the timely completion of handover and registration procedures across all projects, ensuring adherence to rigorous quality standards for an unparalleled customer handover experience.

Customer Engagement - Review the engagement calendar across projects, providing necessary inputs, and finalizing it to optimize customer engagement. Drive the implementation of events according to the engagement calendar for the assigned region, ensuring maximum participation from customers. Oversee the incorporation of customer feedback collected from events into all future engagement activities to continuously improve customer experience. Monitor the number of referrals received and actively encourage the generation of more referrals across all projects in the region to expand customer outreach and enhance business growth

Invoicing & Collection - Review annual budget for billing and collection in coordination with sales and operations teams for the region and submit to HO team. Monitor and drive timely collections across all projects in the region. Oversee and resolve difficult payment collection cases efficiently. Oversee legal actions for overdue payment cases across all projects in the region, providing expertise and resources as necessary to ensure timely resolution and closure.

Documentation & Reporting - Monitor adherence to documentation maintenance across all projects. Oversee the timely and accurate submission of MIS reports across all projects with respect to CRM activities. Monitor adherence to all processes as per regulatory audit standards.

Continuous Improvements - Provide inputs on process standardization to the HO team for implementation. Review the root cause analysis done by the Project CRM lead and sign off on the CAPA proposed. Review the effective implementation of CAPA across regions for continuous improvements.

People Management - Build a strong team to achieve business objectives. Provide functional expertise and mentoring to teams and build a strong talent pipeline. Set performance expectations, review team performance, and provide constructive feedback. Identify training needs for team members and ensure the execution of the required training programs in a timely manner. Differentiate performance and reward high performers, thereby building a high-performance work culture. Drive people capability improvement initiatives by ensuring regular and continuous training across regions.