Job Description

Customer Relationship Management

• Lead end-to-end customer relationship management from booking through possession and post-possession support.
• Develop and implement customer engagement and retention strategies.
• Ensure a seamless and positive customer experience at all stages of the project lifecycle.
• Manage customer interactions and maintain long-term relationships with key customers.
• Act as the escalation point for critical customer concerns and grievances.

Customer Experience & Service Excellence

• Drive customer satisfaction initiatives and monitor service quality standards.
• Ensure timely resolution of customer queries, complaints, and requests.
• Conduct customer feedback surveys and implement improvement actions.
• Organize customer engagement programs, events, and communication campaigns.
• Enhance customer loyalty through proactive relationship management.

Collections & Revenue Support

• Monitor customer payment schedules and coordinate with Finance for collection follow-ups.
• Support timely recovery of outstanding dues and receivables.
• Ensure customers receive regular updates on payment milestones and obligations.
• Track collection performance and escalate critical cases when required.

Stakeholder Management

• Coordinate with Sales, Projects, Finance, Legal, Marketing, and Facilities teams to address customer requirements.
• Facilitate smooth communication between customers and internal stakeholders.
• Support project handovers, possession activities, and documentation processes.
• Build strong working relationships across departments to improve service delivery.

Process Governance & Compliance

• Ensure adherence to CRM policies, SOPs, and customer service standards.
• Monitor compliance with RERA guidelines and regulatory requirements.
• Drive process improvement initiatives to enhance operational efficiency.
• Review service metrics and implement corrective actions for continuous improvement.

Team Leadership

• Lead, mentor, and develop CRM team members.
• Set performance goals and monitor team productivity.
• Conduct regular reviews, coaching sessions, and capability development initiatives.
• Foster a customer-centric and performance-driven culture within the team.

MIS & Reporting

• Review customer satisfaction reports, escalation trackers, and collections dashboards.
• Monitor CRM KPIs such as CSAT, NPS, complaint resolution TAT, and collection efficiency.
• Present periodic reports and insights to senior management.
• Utilize customer feedback and analytics to drive business decisions.

Educational Qualification

• Bachelor's Degree in Business Administration, Commerce, Marketing, Engineering, or related discipline.
• MBA/PGDM in Marketing, Customer Relationship Management, Operations, or related field preferred.

Experience

• 10-15 years of experience in Customer Relationship Management, Customer Service, Collections, Relationship Management, or Client Engagement.
• Minimum 4-5 years of experience in leading CRM teams.
• Experience in Real Estate, Hospitality, Banking, Infrastructure, Retail, or customer-focused industries preferred.
• Proven experience in handling customer escalations, collections management, and customer lifecycle processes.