Responsibilities
Customer Relationship Management
- Develop and maintain strong relationships with existing NRI customers across global markets.
- Act as the primary point of contact for customer engagement and relationship-building initiatives.
- Ensure high levels of customer satisfaction through timely responses and proactive communication.
Customer Engagement & Communication
- Regularly engage with customers through calls, emails, webinars, newsletters, and personalized interactions.
- Provide periodic updates on project construction progress, milestones, possession timelines, and key developments.
- Ensure customers remain informed and connected throughout their investment journey.
NRI Community Development
- Strengthen relationships within the NRI community and build a robust customer advocacy network.
- Drive customer referral programs and encourage repeat investments.
- Identify opportunities to enhance customer loyalty and long-term engagement.
New Launch & Opportunity Communication
- Proactively communicate upcoming project launches, investment opportunities, and special offerings to existing customers.
- Organize virtual and physical engagement sessions to showcase new developments.
- Support the sales team by generating referrals and qualified business opportunities from existing customers.
Customer Feedback & Experience Management
- Gather customer insights and feedback to improve products, services, and communication strategies.
- Monitor customer concerns and coordinate with internal stakeholders for effective resolution.
- Track customer satisfaction and engagement metrics.
Stakeholder Coordination
- Collaborate with Sales, CRM, Customer Service, Project Management, Marketing, and Digital teams to ensure seamless customer communication.
- Coordinate the dissemination of project updates and customer engagement campaigns.
- Support the implementation of customer-centric initiatives across the NRI portfolio.
Reporting & Analytics
- Maintain customer engagement databases and relationship trackers.
- Prepare periodic MIS reports on customer interactions, referrals, satisfaction levels, and engagement outcomes.
- Analyze customer behavior and engagement trends to recommend improvement initiatives.
Qualifications
Educational Qualification
- MBA / PGDM in Marketing, Sales, Customer Relationship Management, Business Administration, or related discipline.
- Bachelor's degree in Business Administration, Commerce, Marketing, Hospitality, or a related field.
Experience
- 5–10 years of experience in Customer Relationship Management, Customer Success, Client Servicing, Sales Support, or Relationship Management.
- Experience in the Real Estate sector is highly preferred.
- Exposure to handling NRI customers, HNI/UHNI clients, or international customer segments would be advantageous.
- Proven track record in customer engagement, retention, relationship development, and referral generation.
