Assistant Manager CRM

Job Overview

The Assistant Manager CRM is responsible for overseeing and analyzing customer interactions and data through the entire customer lifecycle. The primary focus is to strengthen business relationships, enhance customer retention, and stimulate sales growth. This role manages customers from the post-sales stage through property handover, collections, documentation, and other paperwork on behalf of the company or its clients.

Key Responsibilities

• Updating and maintaining data within ERP/SAP sales modules.
• Managing customer lifecycle processes and enhancing overall customer experience.
• Following up on submissions and collection/payment processes with customers.
• Driving post-sales activities and managing escalated customer queries efficiently.
• Improving customer relationships and retention rates.
• Handling sales and CRM budgets, preparing MIS reports, and monitoring bookings and cancellations.
• Strategizing customer lifetime value maximization and planning accurate, timely sales documentation including application forms, allotment letters, sale agreements, demand notices, sale deeds, tripartite agreements, and NOCs.
• Standardizing data formats and generating MIS reports.
• Developing and executing customer delight initiatives for improved satisfaction.
• Coordinating site visits, managing walk-in enquiries during property exhibitions, and converting prospects into clients.
• Delivering product presentations, accompanying clients on site visits to facilitate understanding.
• Negotiating with buyers and maintaining up-to-date customer databases.
• Monitoring invoices linked to site progress and coordinating with accounts to track collections.
• Completing agreement formalities and verifying registrations.
• Collaborating with Housing Finance Institutions on schemes, interest rates, and loan disbursement follow-ups.
• Coordinating with execution and facility teams to prepare units for possession and conducting inspections prior to handover.
• Ensuring responsiveness to sales enquiries through calls, emails, walk-ins, and other channels to maximize conversions.
• Following up regularly on sales collections and issuing demand notices to flag issues promptly.
• Analyzing customer feedback and sales query trends to offer insights to sales and marketing teams.
• Maintaining comprehensive documentation of all customer-related records and managing a centralized database.
• Handling data entry, document filing, and prompt dispatch of receipts for payments and documents.
• Leading and implementing initiatives that enhance customer delight, such as welcome kits.
• Liaising with Legal, Finance, and Engineering departments on customer documentation matters.

Internal and External Interactions

• Internal: Collaborate with Engineering, Legal, Sales and Marketing, Finance, and IT departments.
• External: Interface with customers, Housing Finance Institution teams, banks, agencies, and consultants.

Required Qualifications and Experience

• Graduate, Postgraduate, or MBA qualification.
• 4 to 10 years of experience in real estate sales or CRM roles.
• Strong expertise in customer acquisition, re-engagement, and retention strategies.
• Excellent communication skills, with the ability to confidently and clearly inspire collaboration within the organization.