Senior Manager - Crm

Posted On
29 Mar 2024
Required Experience
10 - 16 Years

CRM

VENDOR MANAGEMENT

BUSINESS STRATEGY

MIS

STRATEGIC PLANNING

MASTER OF BUSINESS ADMINISTRATION (MBA)

C. Key Responsibilities

This position is responsible for building dedicated key account relationships with customers. Responsible for MIS, monitoring all documentation, agreements and registrations as well as monitoring/ follow-up for payments and collections in the region. Other duties include coordination with the corporate marketing team for requirements of marketing collaterals for the projects.

• Timely customer query resolution
• Monitor Sales receivables collections and active follow-ups
• Completeness and comprehensiveness of data and documentation
• Productivity of Back Office/ customer care team
• Timely despatch of documents
• Coordination with centralized marketing team

Strategic

• To conceptualize & identify opportunities to create and implement customer delight

Operational

• Customer Life Cycle Management.
• CRM update on daily basis of all the activities.
• Prepare & submit MIS with regards to customer complaints, queries & requests resolved/answered
• Analyze and report weekly over dues.
• Follow set processes for generation of demands, reminders for the milestone raised
• Ensure uniform customer experience through standardized processes
• Handhold the customer through the post sales process upto possession.
• Ensure feedback given to the management in order to keep track of customer deliverables
• To ensure complete and comprehensive documentation of all customer related records
• To ensure prompt dispatch of receipts for customer payments/ documents received
• Responsible for collections for all payments due and overdue, maintaining low debtors.
• Follow up with customers for timely collections & recoveries etc.
• Handling & counseling of cancellations, interest payments etc.
• Timely escalation of cancellation cases ensuring customer retention.
• Timely escalation of issues/cases where management's approvals are required
• To ensure adequate support to customers for assistance in bank loans, registration of property
• Handle & answer customer queries/complaints with min. response time to all sub functions within predefined TAT.
• .Facilitate handing over of the property ensuring completion of all processes involved ensuring customer satisfaction with handover of the flat.
• To lead and implement ‘customer delight’ initiatives – e.g. welcome kits for new customers, prompt allotment letters

Support to Sales & Marketing

• To ensure prompt responsiveness on sales enquires (viz. customer calls, emails, walk-ins and other correspondence) so as to maximize sales conversions
• To support the sales team in selling forms to prospective customers for projects in the region
• To analyse feedback from customers and the trends to sales queries and provide feedback to the Sales and Marketing teams
• To coordinate with all projects and corporate marketing team for requirement of marketing collaterals