CRM Strategy & Leadership
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
Robust 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.