CRM Executive
Jones Lang LaSalle Property Consultants (India) Pvt. Ltd. is seeking a CRM Executive to manage crucial customer relationships within the residential building sector. Reporting to the Property Manager, this role is vital for overseeing the complete customer journey, ensuring satisfaction, and supporting property marketing and management initiatives.
What this job involves:
As a CRM Executive, your responsibilities will include, but are not limited to:
- Customer Journey Management: Managing the complete customer journey from initial inquiry through to move-in and ongoing residence.
- Handover Management: Managing the Handover (HOTO) process from developer to customer.
- Quality Assurance & Follow-up: Overseeing the snagging and de-snagging of flats, submitting detailed reports, and following up with the developer or projects team on the closure of snag points.
- Database & Communication: Maintaining accurate customer databases and contact information, and responding promptly to resident/customer inquiries, concerns, and feedback.
- Primary Point of Contact: Acting as the primary point of contact between residents and management.
- Marketing Support: Supporting marketing initiatives for residential properties, updating property listings on relevant platforms, and assisting with content creation for property promotions.
- Event Coordination: Organizing and participating in open houses or residential community events to foster engagement.
- Reporting: Generating reports on sales activities and conversion rates.
- Move-in/Move-out Coordination: Coordinating smooth move-in and move-out processes for residents.
- Maintenance & Issue Resolution: Addressing maintenance requests and escalating issues when necessary to ensure timely resolution.
- Community Engagement: Organizing community events to foster strong resident engagement.
- Feedback & Retention: Conducting periodic satisfaction surveys, gathering valuable resident feedback, and implementing retention strategies to minimize turnover.
- Documentation & Compliance: Processing contracts and lease agreements, managing documentation related to residential units, and ensuring compliance with residential property regulations.
- Internal Coordination: Coordinating effectively with internal teams such as maintenance, accounting, and security.
- Performance Reporting: Generating periodic reports on occupancy rates, resident satisfaction, and other key performance indicators (KPIs).
What we are looking for:
- Education and Experience: Bachelor's degree in marketing, business administration, real estate, hospitality management, or a related field.
- Client Relationship Management: Demonstrated track record of managing client relationships and achieving customer satisfaction goals.
- Technical Proficiency: Proficiency in CRM software platforms and strong computer skills, including the Microsoft Office suite.
- Communication & Interpersonal Skills: Excellent verbal and written communication abilities, strong interpersonal and relationship-building skills.
- Customer Service Orientation: A strong customer service orientation coupled with excellent problem-solving abilities.
- Eye for Detail: An acute eye for detail and the ability to analyze qualitative and quantitative information, translating it into strategic deliverables.
- Organizational Skills: Great time management and organizational skills, with the ability to meet deadlines in a fast-paced work environment and adapt to changing team or client requirements.
