- Develop and implement CRM strategies aligned with business goals.
- Lead the CRM department and ensure service excellence at all customer touchpoints.
- Establish customer experience benchmarks and service standards.
Customer Lifecycle Management
- Oversee the complete customer journey from booking to possession and post-handover services.
- Ensure seamless coordination between sales, projects, legal, finance, and facility teams.
- Manage customer communication including demand letters, project updates, and milestone notifications.
Customer Experience & Satisfaction
- Drive initiatives to enhance customer satisfaction and brand loyalty.
- Monitor customer feedback, grievances, and resolution timelines.
- Implement systems to improve service delivery and transparency.
Complaint & Escalation Management
- Manage escalations and ensure timely resolution of customer issues.
- Create structured grievance redressal mechanisms.
- Maintain escalation matrices and resolution SLAs.
Collections & Documentation Coordination
- Coordinate with finance for payment follow-ups and collections.
- Ensure timely dispatch of demand notices and payment tracking.
- Monitor agreement execution, loan coordination, and possession documentation.
Process Improvement & Automation
- Implement CRM tools, ERP systems, and automation to improve efficiency.
- Optimize CRM workflows and reporting systems.
- Ensure data accuracy and CRM MIS reporting.
Team Management
- Lead, mentor, and develop the CRM team.
- Set KPIs and monitor team performance.
- Conduct training to enhance customer service standards.
Key Skills & Competencies
- Strong customer relationship and service orientation.
- In-depth knowledge of real estate customer lifecycle and possession processes.
- Excellent leadership and team management skills.
- Expertise in CRM software, ERP systems, and MIS reporting.
- Robust problem-solving and escalation handling abilities.
- Excellent communication and stakeholder management skills.