Deputy General Manager - Customer Relationship Manager - Real Estate

Customer Relationship Management:

- Develop and execute customer relationship strategies to enhance customer satisfaction and loyalty.

- Act as a primary point of contact for high-value clients and handle their queries, concerns, and requests.

- Ensure prompt and efficient resolution of customer issues to maintain a high level of customer satisfaction.

- Foster long-term relationships with customers through regular communication, meetings, and events.

Team Management:

- Lead a team of CRM professionals, providing guidance, support, and performance feedback.

- Assign responsibilities and set performance goals to achieve individual and team targets.

- Train and develop team members to enhance their skills and knowledge in customer relationship management.

Customer Experience Enhancement:

- Identify opportunities to improve the customer experience and implement initiatives accordingly.

- Collaborate with marketing and sales teams to develop personalized strategies for customer engagement.

- Gather customer feedback, conduct surveys, and analyse data to identify areas for improvement.

- Implement customer-centric processes and ensure their effective implementation across the organization.

Cross-Functional Collaboration:

- Coordinate with various departments such as sales, marketing, operations, and finance to ensure seamless customer experiences.

- Collaborate with the sales team to provide customer insights, contribute to sales strategies, and support the conversion of leads into sales.

- Work closely with the marketing team to develop targeted marketing campaigns and promotional activities.

Reporting and Analysis:

- Track and analyse key performance indicators (KPIs) related to customer satisfaction, retention, and engagement.

- Prepare regular reports and presentations on customer relationship management activities and outcomes.

- Provide recommendations based on data analysis to drive continuous improvement in customer relationship management practices.

Qualifications and Skills:

- Bachelor's degree in business administration, marketing, or a related field. A master's degree is a plus.

- Proven experience in customer relationship management, preferably in the real estate industry.

- Strong leadership and team management skills.

- Excellent interpersonal and communication skills. Analytical mind-set with the ability to interpret data and make data-driven decisions.

- Customer-focused approach with a passion for delivering exceptional service.

- Proficiency in customer relationship management software and tools.

- Knowledge of real estate industry trends and market dynamics.