*Job Description for Asst. Manager \- CRM Position**
*Key purpose of the job:**. To manage and analyse customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. Handle customers from post sales stage till handover of the property, collection, documentation or any other paperwork on behalf of the company or the client. Compile information on customers across different channels / points of contact between the customer and the company (website, telephone, live chat, direct mail, marketing materials and social media).
*Key Accountabilities**
Up\-dation of data in ERP/ SAP (Sales Module).
Managing Customer Lifecycle
Enhance Customer Experience
Follow\-up on submittals
Collections/ Payment Follow Ups with Customer
Drive post sales activity
Address and manage escalated customer queries
Improving business relationship with Customers \& Customer retention
Sales \& CRM budget, MIS reports, bookings and cancellations.
*Strategic**
Monitor and maximize customer lifetime value strategies.
Plan \& Monitor accurate and timely sales documentation \- Eg – Application forms, Allotment Letters, Agreement for Sale / Construction, Demand Notices, Sale Deeds, Tripartite Agreements/NOC for Banks
*Operational**
To contribute to the overall standardization of data, formats and MIS
To conceptualize \& identify opportunities to create and implement customer delight
Managing site visits and walk \-ins during property exhibition.
Managing web site and walk in enquiries.
Follow up of all walk\-in prospects and exhibition prospects and converting them to clients.
To give product presentations and arrange site visits for clients and also accompany them to ensure better understanding of the product.
Managing customer queries, negotiation with buyers, maintaining customer data and follow up with customers.
Monitoring the invoices as per the site progress.
Management of receivables, Coordination with accounts for tracking weekly and monthly collections.
Completing formalities related to agreement and payment disbursement, Verifying agreements for registration.
Tie up with HFIs concerning the new schemes, rate of interest, and follow up for client’s loan disbursement.
Formulating budgets, MIS reports, bookings and cancellations.
*Internal \& External Interactions**
Internal: Engineering, Legal, Sales and Marketing, Finance, IT departments
External: Customers, HFI Team, Bank, Agencies, Consultants
*Education \& Experience Requirement:**
Graduate/ Post Graduate/ MBA with a minimum 5\- 10 Years of Experience in real estate Sales/CRM
Strong background in customer acquisition, re\-engagement and retention strategies.
A Confident and articulate communicator capable of inspiring strong collaboration in the organisation
Co\-ordination with the execution team, facility team for units to be ready for handing over possession.
Inspecting of flats before handing over possession.
To ensure prompt responsiveness on sales enquires (viz. customer calls, emails, walk\-ins and other correspondence) so as to maximize sales conversions
To monitor sales collections and ensure regular follow\-up \& sending demand notices for the same – to red flag issues
To analyze feedback from customers and the trends to sales queries and provide feedback to the Sales and Marketing teams
To ensure complete and comprehensive documentation of all customer related records and ensure the database is centrally managed
To ensure data entry and detailed filing of all documents received
To ensure prompt dispatch of receipts for customer payments/ documents received
To lead and implement ‘customer delight’ initiatives – e.g. welcome kits for new customers
To coordinate with Legal/ Finance/ Engineering teams on customer documentation related issues