Job Description

Job Overview:

The CRM Executive in a construction sales department is responsible for managing customer relationships, enhancing customer satisfaction, and ensuring a smooth post-sales experience. This role focuses on implementing effective CRM strategies, addressing customer queries, and ensuring timely handover of projects, while maintaining the highest standards of customer service.

Key Responsibilities:

Customer Relationship Management:

Build and nurture strong relationships with customers to enhance satisfaction and loyalty. Act as the primary point of contact for customers during the post-sales phase. Address and resolve customer queries, concerns, and complaints promptly.

CRM Strategy Development and Implementation:

Develop and execute CRM strategies to improve customer engagement and retention. Collaborate with the sales and marketing teams to align CRM efforts with overall business objectives. Analyze customer data to identify trends and improve service delivery.

Post-Sales Coordination:

Manage the documentation process, including agreements, receipts, and handover documentation. Coordinate with internal teams (sales, legal, accounts, and construction) to ensure a seamless customer journey. Oversee project handover, possession, and post-possession services.

System and Process Management:

Oversee CRM software implementation and maintenance. Ensure accurate data entry, tracking, and reporting of customer information and interactions. Regularly update customers about project progress, timelines, and milestones.

Conflict Resolution and Problem-Solving:

Address and resolve disputes related to payments, project delays, or other issues. Mediate between customers and internal teams to find satisfactory resolutions. Maintain detailed records of customer concerns and resolutions for future reference.

Team Leadership and Training:

Lead the CRM team, setting clear objectives and performance metrics. Train and mentor team members on customer handling, communication, and CRM tools. Conduct regular team reviews to ensure high performance.

Reporting and Analytics:

Generate reports on customer satisfaction, complaint resolution, and retention rates. Provide insights to senior management on customer feedback and process improvements. Track and analyze KPIs to measure the effectiveness of CRM initiatives.

Skills and Qualifications:

Education:

Bachelor's degree in Business Administration, Marketing, or a related field. A master's degree is preferred.

Experience:

Minimum of 2-3 years of experience in customer relationship management, preferably in the construction or real estate industry.

Technical Skills:

Proficiency in CRM software (e.g., Salesforce, Zoho CRM). Familiarity with ERP systems used in the construction industry. Strong data analysis and reporting skills.

Core Competencies:

Excellent communication and interpersonal skills. Problem-solving and conflict-resolution expertise. Strong organizational and multitasking abilities. Customer-centric mindset with a proactive approach. Leadership and team management skills.

Performance Metrics:

Customer satisfaction scores (CSAT). Resolution time for customer queries and complaints. Retention and repeat customer rates. Timeliness and accuracy in project handovers. Effectiveness of CRM strategies and their impact on sales and loyalty.
Job Types: Full-time, Permanent

Pay: ?18,246.16 - ?25,086.05 per month

Benefits:

Cell phone reimbursement Paid time off
Education:

Bachelor's (Required)
Experience:

Design Coordinator: 3 years (Required)
Location:

Charoli BK, Pune, Maharashtra (Required)
Work Location: In person