Posted 5 months ago
Department: Sales & Marketing / Customer Relations
Employment Type: Full-Time
Job Summary:
We are seeking a proactive and experienced CRM Manager to lead our customer relationship management initiatives. The role involves managing end-to-end customer life cycles, improving customer satisfaction, overseeing CRM systems and ensuring timely communication and support across post-sales activities in a real estate environment.
Key Responsibilities:
- Develop and implement CRM strategies to enhance customer experience and engagement throughout the buyer journey.
- Manage and optimize CRM systems for tracking leads, customer queries, interactions, and service requests.
- Coordinate with Sales, Marketing, Legal, Finance, and Project teams for timely resolution of customer issues.
- Monitor lead management, customer follow-ups, and ensure conversion tracking is updated regularly.
- Design and maintain communication flows, including email campaigns, project updates, and notifications.
- Analyze customer data, feedback, and market trends to improve service delivery and relationship strategies.
- Ensure timely documentation, agreement execution, and coordination during handovers or possession.
- Lead a team of CRM executives and ensure high standards of customer service are maintained.
- Address escalations and provide quick resolutions to ensure customer satisfaction and loyalty.
- Prepare regular MIS reports on customer interactions, queries resolved, and service metrics.
Key Requirements:
- Education: Graduate/Postgraduate in Business Administration, Marketing, or related fields.
- Experience: 5–10 years of experience in CRM, with at least 3 years in the real estate sector.
- Strong knowledge of CRM tools
- Excellent communication, interpersonal, and problem-solving skills.
- Strong analytical and customer service orientation.
- Ability to handle multiple stakeholders and work in a fast-paced environment.
Preferred Skills:
- Familiarity with RERA guidelines and real estate documentation processes.
- Experience in handling luxury, residential, or commercial real estate clientele.
- Tech-savvy with a good understanding of digital communication and automation tools