Senior Manager - CRM (Location - Vile Parle)

Job Summary:

1. Ensure that the executives communicate consistently with the customers.

2. Ensure that customer queries are responded to satisfactorily.

3. Ensure escalation of the queries to self or superiors based on requirement.

4. Liaise with various departments to ensure that queries are clarified to satisfaction.

5. Ensure that the reports on outstanding are checked and action items are clarified.

6. Revamp processes to better productivity.

7. Customer experience and cost effectiveness.

8. Team building /people development/ goal alignment.

9. Transitioning /Building the operations for the organization.

10. Monitor day to day performance of the employees.

11. Provide market intelligence to the top management for specific locations based on

information gathered facilitate project financial tracking.

12. Revenue generation & Upselling. 

13. Handling the overall CRM activities from onboarding till possession.

14. Should have Experience in CRM Collection role.

15. Use of Customer Journey Mapping to chart out the entire customer life cycle, with keen

focus on optimizing the service journey, Moments of truths.

16. Ensuring the highest standards of compliance and governance in all the documentation and

closures of sales.

Preferred candidate profile

-Excellent client handling and relationship management skills

-Strong follow-up and coordination abilities

-Effective problem-solving and escalation management

-High level of professionalism and adherence to corporate protocols.

-Strong communication and interpersonal skills

-Knowledge of RERA regulations and compliance

-Proficient in CRM software and Microsoft Office Suite

Perks and benefits