Manager - CRM (Real Estate)

JOB DESCRIPTION for CRM

Purpose of the role

Responsible for managing the entire post sales process and managing customer relations.

Key Responsibilities

Customer Interactions :

• Formulating standard formats and sequence for email responses to customers.
• Educate the customers about referral scheme to help with references.
• Maintaining good relationship with existing customers and extract referrals.
• Implementing automation data for easy representation to team members.
• Validating the subvention scheme reimbursements & ensure timely payments are made to customers.
• Ensuring flat related customer concerns are attended on time. Addressing customer grievances.

Collections :

• Monitoring and taking appropriate actions for recovery of payments from customers.
• Review outstanding amount data, understand gaps, and support the team to achieve collection targets.

Booking Audit

• Booking audit on source of sale made, booking rate, whether CP involved, sales executive involved, whether under subvention/other financial scheme.
• Ensuring proper demographic data is captured in booking forms.
• Analyze demographic data and provide feedback to marketing team on customer profile of booked customers.

Construction Progress :

• Monitoring site construction progress & ensuring timely demands are sent to customers.
• Construction updates to customers on monthly basis

Channel partner : Onboarding new Channel Partners by entering into appropriate agreements and ensuring timely payments by following up for invoices from CPs and Accounts department.

Registration Possession & Post Possession Role Up to Final Handover.

Managing registration related documents and processes.

Verify final settlements of customer accounts before handover

Ensuring post registration the sale deeds are sent to respective bankers.

Monitor customer complaints pre / post handover of units.

Organizing GBM and project handover to association.

Customer Interface

• Customer interactions and gaining confidence of all home buyers.
• Understanding customer sentiments and advising customers on the entire process till possession (on escalation time).
• Advise customer on internal flat modifications requirements within the given scope.
• Resolving home loan approval related delays / issues by co-ordinating with the bank and customer.
• Addressing customer concerns and giving proper solutions.
• Attend escalation calls / meeting with customers on grievances.
• Take customer feedback on processes, time taken and the entire customer experience right from booking to possession.

INTER department CO-ORDINATION

• Finalizing Agreement formats, floor plan, annexures etc that go as part of the agreement signed with customers.
• Reconciling customer payments with accounts team.
• Ensure the customer collections are received from accounts team every day.
• Coordinating with accounts team to ensure the reimbursements and refunds are made in line with customer agreement.
• Coordinating with legal team to ensure the legal documents shared with customers are up to date.
• Coordinating with Accounts team and external banker for Project NOCs.
• Coordinate with Liaison team for Registration facilitation.

Reports

• Creating / sending monthly, weekly and Daily reports as required by HOD.
• Updating statutory related reports (RERA) from time to time.

Qualifications & Experience:

• Bachelors or Masters Degree in Marketing, Business Administration, or related field.
• 5-7 years of experience in CRM within the Real Estate industry (Bangalore)
• Proven track record in achieving sales targets and managing customer portfolios.
• Microsoft Excel and Word skills should be excellent
• Knowledge of bank documentation process
• In depth understanding on legal documents, agreements & other documents.
• Good understanding of statutory charges and requirements.
• Start to end process of CRM.
• Proficiency in Multiple Languages.