Manager - CRM

Role & responsibilities

1. CRM Strategy & Execution

• Develop and implement CRM strategies aligned with sales and marketing objectives.
• Design and optimize customer lifecycle journeys (pre-sales, sales, and post-sales).
• Improve customer engagement, retention, and referral generation.
  

2. Lead & Sales Coordination

• Monitor lead allocation, tracking, and follow-ups with the sales team.
• Ensure timely response to inquiries from portals, walk-ins, digital campaigns, and channel partners.
• Maintain accurate CRM data and sales pipeline reports.
  

3. Customer Relationship Management

• Act as the primary point of contact for customer escalations.
• Ensure high levels of customer satisfaction through proactive communication.
• Oversee agreement processing, documentation, payment follow-ups, and handover coordination.
  

4. Post-Sales & Collections Support

• Coordinate with finance and legal teams for payment schedules and compliance.
• Track receivables and support collections.
• Ensure timely possession, registration, and handover processes.
  

5. Process Improvement & Automation

• Implement CRM tools and automation workflows.
• Standardise customer communication templates and processes.
• Analyse customer data to identify trends and improvement opportunities.