Sr. Executive / Assistant Manager - CRM

Purpose of this role is to support the Leasing, Operation, F&A & Legal team in ensuring seamless integration with the system and ensure processes are adhered to for successful Clients journey & experiences at our premises/complex, ensuring generation of documents and collection of payments. Ensure end to end support to the customers and resolve their queries.

• Coordinating with leasing / sales team to take over the client seamlessly once the deal is completed
• Establishing a relationship with the client and gather more information to log in the booking onto ERP / available software
• Generate allotment doc, welcome letter and the first demand
• Coordinate between legal and client in case of legal queries, process of final documentation and determination of stamp duty
• Raising of demands against the predetermined milestones
• Ensure timely and sequential filing of all documents that are generated
• Supporting the Accounts for collection of amounts due in relation to the due dates
• Constant reconciliation of statements, trackers, MIS
• Reconciling the individual clients statements before registration by coordinating with accounts
• Co-ordinating the closure of client accounts before registration/handover. Facilitating smooth flow of the registration process
• To complete the handover process and follow the standard operating procedures while handing over documents
• Coordinating with Fitouts team & Operations, Safety Teams for the clients requirement on fitouts and handing over. Be part of Transition Management and play support role to bring over premises
• Manage the Customer Service operations by overseeing the customer feedback and compliant processes and thus provide support to various departments to resolve the same within timelines
• Ensure that service issues are solved within a stipulated turnaround time (TAT) and quality service is delivered to the customers
• Ensure prompt creation and updation of all Data related to Customers and timely circulation of MIS to stakeholders.
• Responsible for Front Desk / Reception of the building. Creating, implementing & monitoring the processes for front desk operations
• Responsible for the VMS process incoordination with the Operations soft services team.
• Planning, co-ordinating & executing activities related to WOW experiences for the clients, their employees and all users of the complex
• Provide support to the Sr. Mgmt teams in CRM & Operations
• Working out, planning and implementing activities to get customer feedback, conduct Customer Satisfaction Surveys for the complex. Rolling out & managing the survey process. Closing of conclusions and reports.
• Prepare and present regular reports on the Customer Satisfaction Index (CSI) and/or Retailer Satisfaction Index (RSI) for the complex on a regular basis
• Regularly interact with end customers for understanding their requirements, aspirations and expectations to help in suggesting and designing solutions for building good customer relationships and customer retention/ loyalty programs.
• Building the service partner teams/agencies/vendor for all the deliverables to customers in the complex. Ensure that the Service Partner has a planned, structured and solution based approach to the delivery of services
• Ensure Service Partner performs operations in close co-ordination with other departments.
• Ensure the team deployed by service partner on site is meeting skills of Campus requirement in line with the Contractual commitments. Ensuring departmental training, upskilling and periodic evaluation for continuous improvement.
• Evaluate performance levels of Service Partners in line with agreed SLAs and KPIs are reviewed