Crm Manager

JOB DESCRIPTION Job RoleManager-CRMDesignationManager-CRMDepartmentSales & MarketingReporting to Executive DirectorKey Responsibilities:
Interacting with the clients and channel partners on a regular basis & handling queries, complaints & all client relations, handling customer queries for better customer satisfaction. Identifying prospective clients, generating business from the existing clientele to achieve business targets. Train & motivate team for completion of targets in given timeframe as defined in the SOP. Ensure adherence to company policies. Provide & upload timely and accurate information in ERP.

Sr. NoKey AccountabilitiesDescription1Effective and Efficient Customer Service

• Assign CRM executive to each client for better understanding of customer needs.
• Ensure assistance to customers in all processes from agreement & registration to possession.
• Periodically updating to customer about progress of project as per the approved communication plan developed by Department Head.
• Generate more prospective leads from existing customers.
• Audit & review quality of customer communication of CRM team periodically for errors and scopes of improvements.
• Ensure strict adherence to Customer Complaint Management process.
• Inspect the completed property, that is ready for possession and submit observation checklist and areas of rectification to project in charge.
• Ensure timely & fully compliant society formation and handover of society for all phases
• Analyze review Customer Satisfaction Survey report for improvement scope and for corrective & preventive action plan.

2Customer Communication

• Ensure constant communication with customers by greeting them on special occasions, Resolving concerns within specific time and also keeping them updated about progress of their concern resolution and update them about event/exhibitions/ future projects of the organization.
• Ensure periodical update to customer about progress of project as per the approved communication plan developed by Department Head.
• Ensure Loyalty Program and referral program is communicated to customers.
• Randomly audit the communications made to customers to review errors and suggest improvements.

3Timely Collection of the payment

• Ensure all payments are received as per payment plan from customer.
• For all PDC cheque, check the payment due dates for customers and flag the Accounts Department for deposit of cheque.
• Ensure timely generation and dispatch of demand letters/reminders for collection of payment.
• Prepares the daily billing report.
• Issues receipt to the customer after receiving payment and prepares cheques transmittal Note and forwards it along with the cheques to Accounts department.

4Ensure smooth process of Possession and Handover

• Inspect the completed property ready for possession and submit observation checklist and areas of rectification to project in charge.
• Ensure all concerns raised by customers while flat inspection are rectified within stipulated time period.
• Audit facility management to ensure all amenities and project attributes are maintained in desired manner until project is handed over to society.

5Adherence to Internal Processes

• Review the updated ERP at all stages of Sales & Marketing process as per SOP.
• Adherence to Sales & Marketing process defined in SOP.

6Team Management

• Guide / Monitor / Coach / Motivate team to either achieve or over achieve individual & team targets.
• Identify specific training need for the team and arrange for training in coordination with HR.
• Train team members for corrected process and corrective & preventive action plan.

Person Specifications:Education/Qualification/
TrainingGraduate/MBA Experience5 - 7 yrs of experience in CRMSkills Excellent communication skills - written & oral, Good listening skills, Result Orientation, Strong networking ability to gather market intelligence,KnowledgeGood understanding of the construction businessSpecific Work Requirements ( if any)
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