Designation

Sr.Manager CRM

Department to Co-ordinate

 Sales/Mktg/CRM/Corp

 

Internal Grade/Title

Sr. Manager/AGM

Total Experience

10 -16 yrs exp

 

Qualification

Any degree, pref MBA 

No of Position

 1

 

Reporting to

Head CRM / AVP Sales  

Place of Work

Hyderabad  

 

Desired /Key Skills:

·         12 – 15 years’ experience in CRM in Real Estate Industry

·         Team handling experience and end to end CRM experience in Realty

·         Through CRM process knowledge, ERP experience

·         Experience in handling high volumes, home loan and registration process etc.

·         Excellent Communication and Leadership skills.

 
 
 
 
 
 

Roles & Responsibilities:

  1. To handle customer operations for the Project Allotted and responsible for timely service delivery & quality as per the commitment.
  2. Able to handle the projects independently – the entire CRM process. (from post sales to handling over)
  3. Should have entire CRM end to end experience right from sending welcome letter, demand letter, payment collection, and follow up, home loans, registration, handing over and compliance.
  4. Able to explain all the necessary details about the project/product and process.
  5. Must be well versed in CRM ERP and strong in MS EXCEL.
  6. Allot targets to team; monitor their KRA and productivity monthly basis.
  7. Able to solve any issues pertaining to CRM.
  8. Able to achieve the month on month collections as per the commitment.

9.       Ensure Customer delight, delivery of KPIs, delivery of compliance requirements.

  1. Expertise in maintaining quality of service delivery and improving customer satisfaction levels. 
  2. Demonstrated excellence in ensuring maximum customer satisfaction by providing them with pre / post technical service assistance.

12.    Set and achieve goals by mentoring and motivating the CRM team

13.    Achieve the agreed productivity of each CRM team.

14.    Responsible for Hiring new CRM member and retaining them, maintaining the overall head count and productivity.

15.    Ensure all the necessary data is fed on real time basis in ERP and ensure Daily Report sent every day.

16.     Maintaining cordial relationship with Sales, Home Loan, Registration and other departments

17.     Adaptive to highly demanding work environment 

18.     Manage all the internal conflicts of the CRM team and solve issues.

19.     Able to train /mentor /coach and make his team perform 

20.     Reporting to the management on various CRM report/Monthly/Quarterly reports etc

The above roles and responsibilities include, but are not limited to performing and coordinating a variety of duties and tasks assigned from time to time.

 
 
 
 
 
 
 
 
 
 
 

IT Skills

CRM ERP, MS Office

 

Behavioural Competencies:

Excellent Communication,   Strategic Thinking, Leadership Skills, Result Oriented,  Problem Solving,  Team work,  Self-Management, Interpersonal Skills, Self-Motivation, etc .

 

 
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