We are seeking a highly experienced and strategic Senior Manager - CRM to lead the creation, implementation, and ongoing management of our customer relationship processes. The ideal candidate will be instrumental in ensuring a delightful customer experience from the initial prospect stage through to handover. This role requires strong leadership in team management, meticulous attention to process adherence, and exceptional problem-solving skills to maintain high customer satisfaction and operational efficiency.
Roles and Responsibilities:
- Responsible for the creation and implementation of CRM processes and structures to optimize customer engagement.
- Ensure a delightful customer experience from the prospect stage all the way to the handover for the customer.
- Responsible for recruiting, inducting, training, managing, motivating, leading, and developing the CRM team to meet company standards.
- Ensure timely query resolution within defined TAT (Turnaround Time), effectively handling escalations, resolving issues, and controlling key performance metrics.
- Provide an overview of various MIS (Management Information System) reports and feedback for management review.
- Ensure adherence to processes, policies, and procedures within the stipulated TAT.
- Coordinate with various banks to facilitate bank tie-ups for the smooth disbursement of loans to customers.
- Streamline processes between back office, Relationship Managers (RMs), and Accounts departments.
- Measure team performance through collections and CSSM (Customer Satisfaction Score Metric) scores.
- Meet all customers briefly on their visits to the office or site to foster relationships.
- For exceptional customer cases, strictly follow the Internal Memo (IOM) process, demonstrating personal involvement in resolution.
- Assure customer files and data are safely stored, preventing any loss or misplacement of important documents.
- Assist the team in meeting deadlines for agreements, registrations, and payments.
- Arrange for training of team members on technical skills (CRM software, SAP, MS Office).
- Assure all KYC (Know Your Customer) documents (PAN card, passport, OCI) are collected for all customers.
- Assure the allotment and agreement process is strictly followed.
- Assure the team hands over important legal documents only to customers or their authorized personnel (requiring a formal letter).
- Assure the maintenance and timely updation of the Master Sheet (password-locked Excel).
- Assure the maintenance and timely updating of allotment and agreement dates.
- Maintain the slab construction dates of all towers.
- Get timely updates from Architect and Project teams on plans and changes to inform the CRM team.
