Senior Manager - CRM

Job highlights

• Implement feedback loops to improve customer experience. CRM System Management
• Own the customer experience from booking to possession and beyond

Key Responsibilities: 1. CRM Strategy & Execution

Develop and implement the end-to-end CRM strategy across pre-sales, sales, and post-sales functions.

Create automated and manual customer journeys using CRM tools (e.g., Salesforce, Zoho, HubSpot).

Ensure accurate segmentation and targeting of potential and existing customers.

2. Customer Lifecycle Management

Own the customer experience from booking to possession and beyond.

Design communication flows for every stage (welcome emails, payment reminders, construction updates, handover, etc.).

Implement feedback loops to improve customer experience.

3. CRM System Management

Oversee CRM tool implementation, customization, and integration with other platforms (ERP, marketing tools, etc.).

Ensure data hygiene, integrity, and regular audits of the CRM database.

Train and support sales and service teams on CRM best practices.

4. Reporting & Analytics

Develop dashboards and KPIs to track customer engagement, sales conversions, and service metrics.

Analyze customer behavior, identify trends, and recommend data-driven improvements.

5. Stakeholder Collaboration

Coordinate with Sales, Marketing, Finance, Legal, and Customer Service to ensure smooth customer interactions.

Act as the voice of the customer in internal meetings.

6. Compliance & Documentation

Ensure all customer communication and documentation comply with RERA and company policies.

Maintain proper records of all customer interactions and agreements.