Assistant Manager CRM

Job Overview

The role involves overseeing and analyzing customer interactions and data throughout their lifecycle to enhance business relationships, promote customer retention, and stimulate sales growth. The position requires managing customer-related activities post-sales, including documentation, collections, and property handover processes on behalf of the company or clients. Key duties include compiling customer information from various channels such as websites, telephone, live chat, direct mail, marketing materials, and social media.

Key Responsibilities

• Updating data in ERP/SAP Sales Module consistently.
• Managing the entire customer lifecycle to optimize customer satisfaction.
• Improving the overall customer experience and addressing escalated queries.
• Conducting follow-ups on submissions and payment collections.
• Leading post-sales activities and driving customer retention initiatives.
• Handling sales and CRM budgets, MIS reporting, booking management, and cancellations.
• Developing and implementing strategies to maximize customer lifetime value.
• Ensuring timely and accurate sales documentation such as application forms, allotment letters, agreements, demand notices, and other relevant paperwork.
• Standardizing data, formats, and MIS outputs.
• Identifying and executing opportunities to enhance customer satisfaction and delight.
• Coordinating site visits, walk-ins during property exhibitions, web inquiries, and converting prospects into clients.
• Delivering product presentations and accompanying clients for site visits for product understanding.
• Managing customer negotiations, maintaining records, monitoring invoices against site progress, and overseeing receivables with the accounts team.
• Completing payment and agreement formalities, verifying registration agreements, and collaborating with Housing Finance Institutions (HFIs) for loan disbursements.
• Collaborating with execution and facility teams to prepare units for possession and inspecting flats pre-handover.
• Responding promptly to sales inquiries via calls, emails, walk-ins, and other communications to maximize conversions.
• Tracking collections, issuing demand notices, and flagging issues as needed.
• Analyzing customer feedback and sales query trends, providing insights to sales and marketing teams.
• Maintaining comprehensive customer documentation and centrally managed databases.
• Ensuring proper filing and dispatching receipts for payments and documents received.
• Leading customer delight initiatives such as welcome kits for new customers.
• Coordinating with Legal, Finance, and Engineering departments regarding customer documentation and related concerns.

Interactions

• Internal collaboration with Engineering, Legal, Sales and Marketing, Finance, and IT departments.
• External interface with Customers, Housing Finance Institutions (HFI), Banks, Agencies, and Consultants.

Qualifications and Experience

• Graduate, Postgraduate, or MBA degree holder.
• Between 4 to 10 years of experience in real estate sales or CRM functions.
• Strong expertise in customer acquisition, re-engagement, and retention strategies.
• Proficient communicator with the ability to foster effective collaboration within teams.