Head - Customer Relations

Role & responsibilities

• Contributing in scaling up and reengineering the operations of the customer care function to match the growing business need & consumer expectations
• Design of optimum team structure with a view on specialization & operational efficiencies
• Aligning customer behavior expertise, strategic thinking, consumer understanding, innovativeness and zeal to deliver customer experience across various customer segments in a simplistic manner
• Ability to handle large volume customer lifecycle while maintaining emphasis on the highest quality of customer experience in the real-estate domain
• Enriching customer touch-points like onboarding, registration, possession with WOW moments by putting in place necessary SOPs / checklists for all touch-points, processes, and activities & build an effective governance mechanism
• Enabling operational efficiencies by the infusion and adoption of relevant, customized technology solutions, extensive knowledge of ERPs, thus enabling large volume of customers to be serviced by leading the team.
• Management of collectibles from customers and ensuring achievement of collection targets month-on-month
• Bringing down project default for overdue collectibles through formulating collection strategy and simplistic execution to achieve results
• Creating avenues for revenue generation by building on the existing team delivering double the revenue generated by the team & proposing its functioning as a separate business unit
• Collaborating with other departments to enhance the overall customer experience and for legal or other related assignments within the customer care department.

Preferred candidate profile

• Min.18+ years of experience in Customer Life Cycle and & Collections Management with a Real Estate industry is mandatory.
• Industry relevant proven ability to lead multiple assignments & large team members.
• Graduate or Post Graduate in Management is preferable.
• Strong leadership and team management skills.
• Problem-solving and conflict resolution abilities.

Perks and benefits

As per industry standards

Regards

Indulekha

Mob: 9632039915