CRM Head

a Role & responsibilities

• Customer Relationship Management
• Build and maintain strong, long-term relationships with clients.
• Act as the primary point of contact for customer inquiries, complaints, and conflict resolution.
• Implement CRM strategies to improve customer satisfaction and retention.
• Agreement & Documentation
• Oversee the preparation and execution of legal documentation for sales agreements.
• Ensure that all customer documents are accurately prepared, legally compliant, and meet company standards.
• Coordinate with legal and compliance teams to resolve documentation issues.
• Payments & Demand Drafts
• Coordinate the collection of payments and ensure timely issuance of demand drafts.
• Maintain an accurate record of payment schedules and pending amounts.
• Ensure that all payment-related communications with clients are clear, timely, and professional.
• Recovery & Delinquency Management
• Develop and implement recovery strategies for overdue payments and debt collection.
• Communicate with clients to resolve payment issues and negotiate payment terms as needed.
• Work with the finance and legal departments for effective recovery actions on delinquent accounts.
• Customer Service Operations
• Supervise and guide the CRM team in delivering high-quality customer service.
• Monitor the CRM teams performance, setting benchmarks for response time and issue resolution.
• Handle escalated issues and ensure that all customer interactions align with the firms standards.
• Process Optimization
• Streamline and improve CRM processes, including documentation, payment collection, and communication protocols.
• Implement CRM software solutions for data tracking and analytics to monitor performance and identify areas for improvement.
• Develop reports and dashboards to monitor KPIs, customer feedback, and other metrics.
• Cross-Departmental Coordination
• Work closely with Sales, Finance, Legal, and Project teams to align on customer needs and ensure smooth operations.
• Collaborate with marketing teams for customer engagement and communication strategies.
• Customer Feedback & Improvement Initiatives
• Collect and analyze customer feedback to identify trends, issues, and areas for improvement.
• Develop initiatives to enhance the customer experience and increase overall satisfaction.
• Propose service enhancements and customer loyalty programs based on feedback and industry trends.

Preferred candidate profile

• Education: Bachelors or Masters degree in Business Administration, Real Estate, or related field.
• Experience: 6+ years of experience in customer relationship management, preferably within the real estate industry.
• Skills:
• Strong knowledge of real estate sales, documentation, and payment recovery processes.
• Excellent leadership, communication, and negotiation skills.
• Proficiency in CRM software and MS Office.
• Problem-solving orientation and ability to handle high-pressure situations effectively.
• Familiarity with legal documentation and recovery best practices in real estate.
• Customer-centric approach with a strong emphasis on relationship building.
• High level of integrity and professionalism.
• Detail-oriented and proactive with a strong sense of ownership.

Perks and benefits

• Cell phone reimbursement
• Health insurance
• Internet reimbursement
• Paid sick time
• Paid time off
• Provident Fund