Senior Manager - Customer Relations Management - Real Estate

Strategic Interface :

- Propose parameters for measurement of customer satisfaction levels

- Ensure achievement of departmental targets

- Ensure smooth coordination between departments

- Preparation of CRM Department MIS reports

Sales Related :

- Ensure achievement of CRM departmental goals

- Review information regarding apartment/ unit possession status for each project

- Ensure all customer queries are answered properly and within specified time limits

- Monitor customer enquiries and complaints and ensure timely resolution

- Ensure coordination with bank officials of various banks in order to help customers procure bank loans for purchase of property

- Ensure customers are informed regarding all documents and the payment amount required for registration of the unit

Modifications & Customization related :

- Ensure customer's requirements for modifications/customizations is communicated properly to Customer Relation Engineer located at site

- Ensure estimates for additions/ alterations requested by customer are sent for their approval

- Ensure proper updation of customer files is done

- Coordinate with Project manager for obtaining updated project status information

- Ensure CRM Executives communicate accurate information to the customers

- Ensure customers are informed of delays in projects and changes in handover dates

Handover Related :

- Ensure customers are intimated within stipulated time that their unit is ready for pre-delivery inspection

- Coordinate with Project Manager for pre-handover customer inspection

- Review information about final payments settlements

- Monitor handover process

- Monitor answering of customer queries by CRM executives - whether done in a timely and efficient manner

- Customer satisfaction monitoring and enhancement

Team Management :

- Continuous assessment of skill set inventory vis - vis organizational/functional needs, identify gaps and induct right people

- Identify training needs of the staff members and organize suitable training programmes for their personal development

- Establish mentor programs for key staff members

- Conduct periodical performance appraisal of the team members and guide them to improve their performance and build their career path