Assistant Manager - CRM

Role Overview

The Assistant Manager - CRM at Kalpataru Limited in Mumbai is responsible for managing customer relationships to enhance satisfaction and ensure full collection targets are met. This role plays a vital part in monitoring customer interactions and streamlining processes to improve service delivery in the real estate domain.

Key Responsibilities

• Manage monthly collection targets including monitoring debtors, reminders in process, and new bookings.
• Oversee non-projection amount remarks, pre-intimations, issuance of demand letters, payment reminders, pre-termination and forfeiture activities including 16B collections.
• Engage proactively with customers through contact and relationship management.
• Handle customer lifecycle stages, including onboarding activities such as welcome calls, customer onboarding visits, stamp duty and AFS registrations, facilitating customer portal adoption, and generating ROC and NOC documents.
• Manage post-onboarding processes including query/request/complaint handling, executing engagement calendars, and updating Salesforce CRM system records.
• Maintain customer files and perform data entries in SAP/DMS systems; update trackers related to refunds, registration, possession, VCL/Society formation, possession-related documentation, and other important paperwork.
• Identify operational gaps, propose process improvements and lead initiatives aimed at enhancing CRM and collection performance.

Required Competencies and Skills

• Excellent advanced communication skills focused on customer orientation and relationship building.
• Strong ability to coordinate with different departments and manage critical sales documentation.
• Proficient with CRM software, particularly Salesforce, to effectively leverage its functionalities.

Qualifications and Experience

• A bachelor's degree qualification is required.
• 6 to 12 years of experience in a comparable CRM or customer relations role within the real estate sector.
• Demonstrated success in achieving or surpassing collection and sales targets through effective client engagement and lead generation.