Vice President - Customer Care/CRM (12-23 yrs)

VP - Customer Care (CRM)

About:

- Responsible for ensuring a consistent level of service quality within the region.

- Managing customer escalations, monitoring all documentation, registrations as well as monitoring/ follow-up for payments, collections and complaint resolution for the region.

Strategic:

- Conceptualize & identify opportunities to create and implement customer delight

- Drive collections strategy to ensure timely collection of funds from existing customers

- Generate additional sales from existing customers by way of repeat booking/upgrade/referrals

Operational:

- Be responsible for the entire post sales customer life cycle from onboarding until pre-handover stage

- Ensure implementation of the customer care standards, processes and SLAs in the region in coordination with Central Customer Care team

- Ensure timely and accurate responses to customer service requests (Complaint/ request/ query)

- Address and manage customer escalations

- Lead and implement 'customer delight' initiatives or events for the region and manage the same in coordination with relevant departments for eg: Marketing & Sales, Estate, Project Management Group etc.

- Coordinate with Management/Legal/ Finance/ Project Management Group/HR teams on customer related requirements

- Ensure complete and comprehensive documentation of all customer related records

- Ensure TAT for Customer documentation such as Issuance of Receipts, Allotment Letters, Buyers Agreements and Timely raising of Demands as per Payment schedule

- Ensure completion of all possession related documentation and activities in coordination with Project Management Group to ensure seamless handover to the Estate team

- Provide inputs to management based on MIS data and customer requirement & feedback

- Contribute to the overall standardization of data, formats and MIS

- Define SLA's for staff and ensure their productivity

- Manage performance of outsourced service providers wherever applicable

Collections:

- Ensure timely collection from customers as per payment schedule

- Monthly review and analysis of collections and overdues; suggest and take corrective measures in order to maximise collections

- Ensure that relationship managers engage with customers on a regular basis, understand reasons for any potential cancellations and provide suggestions/solutions to minimise the same

Loyalty & Referral Sales:

- Drive additional sales from existing customers through repeat booking/upgrade/referrals

- Conduct customer events and engagement programs such as club house launches etc. with the objective of customer satisfaction and generation of additional sales to achieve the assigned sales target

Compliance:

- Ensure compliance to Customer Care processes and Legal and statutory guidelines