CRM Manager - Real Estate

CRM MANAGER - REAL ESTATE COMPANY - White Field

CUSTOMER EXPERIENCE MANAGEMENT

Reporting to: Assistant General Manager

Business: Residential Real Estate

Location: Bangalore - White Field

Role Purpose:

We are looking for individuals who have a passion for nurturing and hand-holding TE homes to our high-net- worth customers. The individual will have to manage the entire life cycle of customers and give them world- class experience. Ensure that the customer's journey, across all touch points, is pleasant and efficient, while ensuring collections are made in a timely manner.

Scope:

- To manage and handhold 100 odd elite group of customers of TE throughout the complete post sales life cycle of home buying

- Single point of contact for all Post Sales processes - Customer on-boarding / agreement preparation and execution, including collection of dues based on specific events / timelines.

- Regular project / unit updates to customers

- Invoice generation and collections follow-up- Managing customer receivable with clear targets for collection.

- Coordination with Banks / Bankers / Home buyers for Home Loans related requirement

- Assisting customers through the unit customization

- Coordinating with internal teams to ensure unit works progress as per the schedule.

- Quality inspection of the homes when ready for handover along with the Quality team

- Handing-over the homes

- Coordinate unit registrations

- Generate MIS Reports

- Transaction documentation is excellent and can be retrieved with minimal human dependence.

- Customer and unit Data are accurate.

Accountability:

- For end-to-end activities related to the allocated units and effective liaising with internal departments to ensure all tasks are complete within stipulated timelines

- Collections target is achieved - Monthly, Quarterly and Annual

- Customer Experience rating is high.

You will create an Impact If you:

- Have minimum number of Customer escalations - measured periodically.

- Provide unsurpassed experience to our customers until handover and also if the positive impact results in customer referrals and re-investment in our homes.

Requirements:

- 2 - 10 years of experience preferably in real estate/banking industry

- Experience of handling elite customers would be an added advantage.

- Educational qualification - MBA / Civil Engineer / Architecture

- Skills - Excellent written and verbal communication skills, dynamic, pleasing and positive personality with a go - getter attitude and the ability to face challenges.

- Efficient coordination skills / experience

- Good Microsoft Office skills

- Good interpersonal skills

- Should be willing to work on Saturdays and Sundays, Weekly offs will be provided.