Client Relationship Manager

Females only can apply for this position.

Job Specification

Position Title :

CRM Manager / CRM Deputy Manager / Assistant Manager CRM

Position Type : Permanent

Department : Customer Service

Reporting To : Function Head

Location :

Gurgaon DLF 2nd Phase

Working Days

: 6 days

Budget

: 15 Lpa

Purpose of Position / Job Description

Meet customers and resolve their concerns effectively related to their booking. Handle escalated and agitated customers and ensure issue resolution.

Respond to customer emails and ensure closure of responses within defined TAT.

Address and resolve customer concerns via calls.

Collections :

Call customers for fresh and overdue payments of designated projects and ensure monthly target achievement.

Interact with bankers and financial institutions for bank loans and expedite disbursements.

Channel Partner Interactions :

Meet channel partners to address their issues and their customer concerns.

Inter-departmental Coordination :

Work with Sales, Legal, Projects, Accounts, Leasing, and Facilities teams to ensure timely responses to customer concerns.

Handle legal cases and prepare fact sheets for legal responses.

Drive Customer Experience (CSAT) :

Ensure high customer satisfaction and overall experience.

Attributes of the Position / Scope

Maintain real-time updates for the assigned project on :

Project progress and approvals

Customer concerns

Accounting and collections

Legal cases and documentation compliance

Physical possession status

Communications

StakeholdersTypeNature of RelationFrequency

Customers / Channel Partners / Financial Institutions

External

Ensure satisfaction, manage CPs, coordinate for collections

Regularly

Department Heads (Projects, Sales, CRM, HCM, Admin, Legal, Accounts, Finance, Taxation, Liaison, Marketing, Leasing, FMS)

Internal

Partner with departments, track timelines

Regularly

Management

Internal

Interact with management for business updates and escalations

Frequently

Personal Profile

Qualification : Postgraduate / MBA

Relevant Experience :

5–10 Years

Key Competencies Required :

Excellent communication and negotiation skills

Problem-solving and active listening

Empathy and high emotional intelligence

Commercial and market awareness

Strong numerical and digital proficiency

Go-getter attitude and smart planning

Key Responsibilities & Tasks

S. No.Key ResponsibilitiesMeasure / Frequency

Meet customers and address queries effectively

Everyday

Drive collections efficiencies and reduce customer outstanding

Everyday

Handle escalations and meet agitated customers with problem-solving approach

Everyday

Respond to customer queries on email and ensure closure within defined TAT

Everyday

Attend customer calls and ensure resolution within defined TAT

Everyday

Drive Customer Experience (CSAT)

Everyday

Interaction with channel partners and banking / financial institutions

As required

Coordinate with internal departments for timely resolution

As required

Handle legal cases with the legal team for settlement and closure

As required