Senior Manager- CRM (Customer Relationship Management)

We are seeking a highly experienced and strategic Senior Manager - CRM to lead the creation, implementation, and ongoing management of our customer relationship processes. The ideal candidate will be instrumental in ensuring a delightful customer experience from the initial prospect stage through to handover. This role requires strong leadership in team management, meticulous attention to process adherence, and exceptional problem-solving skills to maintain high customer satisfaction and operational efficiency.

Roles and Responsibilities :

• Responsible for the creation and implementation of CRM processes and structures to optimize customer engagement.
• Ensure a delightful customer experience from the prospect stage all the way to the handover for the customer.
• Responsible for recruiting, inducting, training, managing, motivating, leading, and developing the CRM team to meet company standards.
• Ensure timely query resolution within defined TAT (Turnaround Time) , effectively handling escalations, resolving issues, and controlling key performance metrics.
• Provide an overview of various MIS (Management Information System) reports and feedback for management review.
• Ensure adherence to processes, policies, and procedures within the stipulated TAT.
• Coordinate with various banks to facilitate bank tie-ups for the smooth disbursement of loans to customers.
• Streamline processes between back office, Relationship Managers (RMs), and Accounts departments.
• Measure team performance through collections and CSSM (Customer Satisfaction Score Metric) scores.
• Meet all customers briefly on their visits to the office or site to foster relationships.
• For exceptional customer cases, strictly follow the Internal Memo (IOM) process , demonstrating personal involvement in resolution.
• Assure customer files and data are safely stored , preventing any loss or misplacement of important documents.
• Assist the team in meeting deadlines for agreements, registrations, and payments.
• Arrange for training of team members on technical skills (CRM software, SAP, MS Office).
• Assure all KYC (Know Your Customer) documents (PAN card, passport, OCI) are collected for all customers.
• Assure the allotment and agreement process is strictly followed .
• Assure the team hands over important legal documents only to customers or their authorized personnel (requiring a formal letter).
• Assure the maintenance and timely updation of the Master Sheet (password-locked Excel).
• Assure the maintenance and timely updating of allotment and agreement dates .
• Maintain the slab construction dates of all towers .
• Get timely updates from Architect and Project teams on plans and changes to inform the CRM team.

Skills Required

Mis, crm software, Sap, Ms Office, Customer Relationship Management