16 Oct
Today Global Developer
Navi Mumbai
Job Title: CRM Head
Location: Navi Mumbai
Reports To: Chief Business Officer (CBO)
Job Overview :
- The CRM Head will oversee the customer relationship management processes within the organization, with a strong emphasis on handling technical documentation and ensuring smooth customer interactions throughout the post-sales cycle.
- The role demands expertise in managing legal agreements, financial coordination, and client relations while ensuring a seamless experience for customers and stakeholders alike.
Key Responsibilities:
Technical Documentation & Compliance:
- Oversee management of technical documents, including Builder- Buyer Agreements (BBA), Transfer of Property (TPT) documents, sales/resale agreements,
and project finance documentation.
- Coordinate with bankers and financial institutions to ensure compliance with legal and regulatory requirements.
Customer Relations Excellence :
- Implement and maintain customer-centric processes and systems that address client queries efficiently.
- Ensure smooth transition and problem resolution, providing timely solutions and ensuring customer satisfaction.
Demand Raising & Collections :
- Ensure timely generation of payment demands and manage collections.
- Coordinate closely with stakeholders to ensure smooth payment flows and collections management.
Stakeholder & Financial Coordination:
- Act as the primary point of contact for clients, stakeholders, bankers, and financial institutions.
- Manage and coordinate financial documentation and interactions, ensuring transparency and efficiency.
End-to-End post-sales Management :
- Oversee all aspects of post-sales services, including documentation, customer interaction,
and service delivery.
- Act as the custodian of CRM systems and processes, ensuring best practices are adhered to.
Customer Records & Fund Flow Management :
- Maintain comprehensive customer records, ensuring accuracy and timeliness in demand generation, collections, and fund flow management.
Customer Complaint Resolution :
- Address and resolve product or service issues by identifying the root cause and implementing appropriate corrective measures.
- Follow up on resolutions to ensure customer satisfaction.
MIS Management:
- Manage Management Information Systems (MIS) to track, report, and analyse CRM metrics and performance.
Leadership & Team Management:
- Lead and manage front-end, back-end, and ERP teams,
ensuring collaboration and effective workflow management.
- Develop leadership within the team and encourage performance excellence.
Job Requirements:
- Bachelor's degree in Business, Marketing, or a related field; an MBA is preferred.
- 15+ years of experience in customer relationship management, specifically in real estate.
- Expertise in customer relations systems and post-sales management.
- Problem-solving abilities with a focus on customer satisfaction.
(ref:iimjobs.com)
▶️ Today Global - Head - CRM
🖊️ Today Global Developer
📍 Navi Mumbai