Today Global - Head - CRM

Job Title: CRM Head

Location: Navi Mumbai

Reports To: Chief Business Officer (CBO)

Job Overview :

- The CRM Head will oversee the customer relationship management processes within the organization, with a strong emphasis on handling technical documentation and ensuring smooth customer interactions throughout the post-sales cycle.

- The role demands expertise in managing legal agreements, financial coordination, and client relations while ensuring a seamless experience for customers and stakeholders alike.

Key Responsibilities:

Technical Documentation & Compliance:

- Oversee management of technical documents, including Builder- Buyer Agreements (BBA), Transfer of Property (TPT) documents, sales/resale agreements, and project finance documentation.

- Coordinate with bankers and financial institutions to ensure compliance with legal and regulatory requirements.

Customer Relations Excellence :

- Implement and maintain customer-centric processes and systems that address client queries efficiently.

- Ensure smooth transition and problem resolution, providing timely solutions and ensuring customer satisfaction.

Demand Raising & Collections :

- Ensure timely generation of payment demands and manage collections.

- Coordinate closely with stakeholders to ensure smooth payment flows and collections management.

Stakeholder & Financial Coordination:

- Act as the primary point of contact for clients, stakeholders, bankers, and financial institutions.

- Manage and coordinate financial documentation and interactions, ensuring transparency and efficiency.

End-to-End post-sales Management :

- Oversee all aspects of post-sales services, including documentation, customer interaction, and service delivery.

- Act as the custodian of CRM systems and processes, ensuring best practices are adhered to.

Customer Records & Fund Flow Management :

- Maintain comprehensive customer records, ensuring accuracy and timeliness in demand generation, collections, and fund flow management.

Customer Complaint Resolution :

- Address and resolve product or service issues by identifying the root cause and implementing appropriate corrective measures.

- Follow up on resolutions to ensure customer satisfaction.

MIS Management:

- Manage Management Information Systems (MIS) to track, report, and analyse CRM metrics and performance.

Leadership & Team Management:

- Lead and manage front-end, back-end, and ERP teams, ensuring collaboration and effective workflow management.

- Develop leadership within the team and encourage performance excellence.

Job Requirements:

- Bachelor's degree in Business, Marketing, or a related field; an MBA is preferred.

- 15+ years of experience in customer relationship management, specifically in real estate.

- Expertise in customer relations systems and post-sales management.

- Problem-solving abilities with a focus on customer satisfaction.