Job Description for Executive/ Assistant Manager - CRM Position
Key purpose of the job: . To manage and analyse customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. Handle customers from post sales stage till handover of the property, collection, documentation or any other paperwork on behalf of the company or the client. Compile information on customers across different channels / points of contact between the customer and the company (website, telephone, live chat, direct mail, marketing materials and social media).
Key Accountabilities
Up-dation of data in ERP/ SAP (Sales Module).
Managing Customer Lifecycle
Enhance Customer Experience
Follow-up on submittals
Collections/ Payment Follow Ups with Customer
Drive post sales activity
Address and manage escalated customer queries
Improving business relationship with Customers & Customer retention
Sales & CRM budget, MIS reports, bookings and cancellations.
Strategic
Monitor and maximize customer lifetime value strategies.
Plan & Monitor accurate and timely sales documentation - Eg – Application forms, Allotment Letters, Agreement for Sale / Construction, Demand Notices, Sale Deeds, Tripartite Agreements/NOC for Banks
Operational
To contribute to the overall standardization of data, formats and MIS
To conceptualize & identify opportunities to create and implement customer delight
Managing site visits and walk -ins during property exhibition.
Managing web site and walk in enquiries.
Follow up of all walk-in prospects and exhibition prospects and converting them to clients.
To give product presentations and arrange site visits for clients and also accompany them to ensure better understanding of the product.
Managing customer queries, negotiation with buyers, maintaining customer data and follow up with customers.
Monitoring the invoices as per the site progress.