- CRM Operations & Strategic Planning • Overseeday-to-day CRM operations ensuring consistent service delivery and a premium brand experience. • Formulate and implement the long-term CRM strategy, to streamline customer portals, document access, and loyalty programs. 2. Financial Governance & Revenue Realization • Governthe timely issuance of demand letters linked to construction milestones, ensuring zero lag between engineering milestones and billing. • Drivecollections and manage outstanding accounts receivable to maintain healthy project cash flows, while strictly adhering to regulatory guidelines regarding payment defaults. • Provide senior leadership with accurate MIS dashboards, collection health trackers, and cash inflow forecasting. 3. Coordination with other Departments. • Align customer communication journeys with project lifecycles, ensuring transparent communication regarding construction progress, slab completions, and possession timelines. • Coordinate the end-to-end "snagging" (pre-possession inspection) and handover process, ensuring zerodefect delivery to buyers. • Partner with Sales for smooth post-booking handovers, Finance for ledger reconciliations, and Legal for the timely execution of Agreements . • Overseethe registration pipeline, ensuring compliance with local property laws, stamp duty formalities, and regulatory frameworks (e.g.,



RERA). 4. Team Leadership & Capability Building • Lead, mentor, and upskill a high-performing team of CRM managers and executives • Establish transparent KPIs focused on query Turnaround Time (TAT), collection efficiency, and Customer Satisfaction (CSAT/NPS) scores. • Auditing Welcome calls , mails to Customers and interaction with Customers to ensure uniform standard experience. 5. CRM- Banking • Fostering relationships with customers through personalized service through regular communications & meetings. clients, addressing their inquiries, concerns, and requests promptly and professionally. • Serve as primary point of contact for clients, addressing their inquiries, concerns and requests promptly and professionally. • Informing and inviting bankers for a project Launch. • Facilitating smooth coordination between clients and banker. • Stay updated on industry trends, regulatory changes, and market developments to offer informed advice to Clients. • Ensuring that revenue is generated through this channel and Targets are met. • Providing MIS and Dashboards to the Management 6. CRM– Business Development activities Should have knowledge of PAAA agreements and coordination with the Customer for their agreements and queries.

📌 General Manager - CRM (Mumbai)
🏢 Arkade Developers
📍 Mumbai