Customer Relations Manager (CRM)

Job Responsibilities:

1. Collection, Projection, and MIS Reports:

• Ensure timely and accurate submission of monthly MIS reports, both internally by the 5th and externally by the 10th of each month.
• Update project status accurately, ensuring submission by the 7th of every month.

1. Bank Approvals:

• Manage the timely approval of projects across major banks, ensuring approvals are obtained before the project launch.

1. Customer Satisfaction:

• Maintain high levels of customer satisfaction by achieving a strong Customer Satisfaction Score (CSAT).
• Proactively address and resolve customer grievances, with a focus on achieving a high Non-Legal and Legal Issue Resolution Rate.
• Enhance customer retention by consistently driving the Customer Retention Rate.

1. Managing Payments and Collections:

• Oversee the collection process, ensuring that the time to collect is optimized.
• Manage invoicing and receipt processes, ensuring timely sending of receipts.
• Ensure timely execution of sale deeds from the date of receiving Khata.

1. Team Management:

• Oversee and manage the CRM team, ensuring optimal performance and engagement.
• Provide coaching, guidance, and feedback to team members for continuous improvement.
• Foster a positive work environment that promotes high team morale and low attrition rates.
• Ensure the team receives the necessary training and development to excel in their roles.

1. Process Adherence:

• Ensure compliance with ISO processes and maintain a high level of adherence to standards.
• Drive continuous improvement in team processes to ensure that all objectives and KPIs are met effectively.

Requirements: 

1. Qualification: Graduate in any discipline 
2. Relevant Experience: Minimum of 6 years of experience in real estate
3. Any others: Preferably Female candidate

Required Skills:

1. Customer Relationship Management (CRM)
2. Analytical and Reporting
3. Team Management
4. Project and Process Management

Authorities: 

1. Decision-Making Authority on Customer Issues
2. Approval Authority for CRM Strategies
3. Team Leadership and Development Authority
4. Project and Process Compliance Oversight