Lead – Relationship Manager (CRM)

Purpose/Objective

The Incharge - Relationship Manager is responsible for building and maintaining strong relationships with customers, managing the entire customer lifecycle from booking to handover.
This role involves overseeing customer interactions, addressing allotment issues, and ensuring a seamless onboarding and payment process to enhance overall customer satisfaction.

Key Responsibilities of Role

Incharge - Relationship Manager Customer Lifecycle Management: Manage the customer lifecycle from booking to handover, ensuring a smooth transition at each stage.
Conduct comfort calls and welcome calls to new customers to ensure a positive onboarding experience.
Customer Interaction: Regularly engage with clients to address any queries or concerns related to their property allocations.
Handle all allotment issues and ensure timely resolution to enhance customer satisfaction.
Payment Management: Manage payment processes, ensuring clients are informed about payment milestones and deadlines.
Oversee the registration process, including coordinating with vendors for stamp duty and drafting the Agreement of Deposit (AOD).
Invoicing and Certification: Raise invoices for project milestones post-architecture certification until the project is ready for possession.
Manage the possession certification process to facilitate a smooth handover to customers.
Snagging and Desnagging Process: Coordinate customer visits to properties for snagging and desnagging, ensuring all issues are documented and addressed promptly.
Work with relevant teams to resolve all identified snags before handover.
Final Handover: Facilitate the final handover of keys and parking allotment letters to customers.
Ensure that customers receive all necessary documentation and support during the handover process.
Documentation and Reporting: Prepare and maintain accurate records of client interactions, sales activities, and feedback for continuous improvement.
Generate reports on customer satisfaction levels and operational performance.
Collaboration: Work closely with internal teams, including marketing and project management, to align client needs with business offerings.
Attend industry events and conferences to network and promote Adani Realty's brand.
Key Stakeholders - Internal Finance Team Projects Team Legal Team Architectes Facility Management Team Marketing and Sales Team Branding Team Key Stakeholders - External Bankers Customers

Technical Competencies

Contract and Billing Management-REA,Customer Centricity-REA,Customer Lifecycle Management-REA,Customer Queries Management-REA,Customer Relationship Management-REA,Data Analysis-REA,Documentation and Records Management-REA

Qualifications and Experience

Educational Qualification - Graduate (Mandatory) – BBA / B.
Com / BA / BSc - MBA (Preferred) – Marketing, Finance, or Sales - Certification in CRM, Sales, or Customer Experience is an added advantage Experience - 3–8 years of experience in: - Customer Relationship Management (CRM) - Sales / Post-Sales / Client Servicing - Real Estate / Banking / NBFC / Service Industry