Godrej Properties - Senior Manager - Customer Centricity - CRM

Senior Manager Customer Centricity (CRM)

We have an opportunity for Senior Manager Customer Centricity (CRM) for our projects in Thane.

Senior Manager- Customer Centricity

Your Roles & Responsibilities :

The incumbent will be responsible for end to end customer relationship journey & NPS (Managing all aspects of after-sales relationship post the booking stage through ensuring timely sale related documentation, collections, and resolution of customer issues)

Financial :

- Devise & distribute the collections targets basis the AOP projections

- Strategize the collection projections for the month

Operational :

- Monitor and supervise the daily activities of each team member to ensure adherence to internally defined SOPs and timelines

- Responsible for meeting the collection targets

- Monitor the daily grievances and escalations received from customers

- Ensure timely, accurate and satisfactory solutions are provided by team members to each of these queries

- Support team on difficult or new issues requiring expertise

- Mitigate escalated customer issues

- Coordinate with other functions to resolve customer issues

- Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines

- Maintain a high Net Promoter Score from customers

- Site based customer engagement

People :

- Defines and sets work objectives for team members

- Balances work allocation in team

- Reviews tasks completed by team members and conduct regular performance reviews

- Completes performance appraisals of team

- Carries out team building & engagement activities

Process Adherence & Improvement :

- Identifies processes/procedures in own work area that need improvement

- Recommends process improvement ideas to streamline efficiency/costs/productivity

- Undertakes process improvement activities in own work area

- Complies with company defined guidelines and processes

- Adheres to project timelines

Position Requirements :

Qualification :

- Degree with 8+ years of relevant customer management experience.

Experience :

- More than 8 years of experience in customer experience management. Experience in real estate will be preferred. Candidates from banking, hospitality can be considered for this role.

Critical Skills :

Functional Skills :

- Collections Management : Understands collections management in depth and sets and drives efficiency targets for team.

- Customer Experience Management : Has an in-depth understanding of diverse customer profiles and their contexts and needs; uses this understanding to train others on how to serve customers. Proactively tracks customer issues and complaints to recommend improvements in systems and procedures to address those needs

- Handover : Establishes processes where different teams can work collaboratively to ensure a smooth take-over and meet project timelines as well as commitment to customers

Behavioral Skills :

- Team management

- Influencing Skills

- Negotiation Skills

- Stakeholder management

- Crisis Management & Conflict Resolution