AGM - Post Sales - CRM - Real Estate Consulting Firm

Our client is one of its Real Estate consulting firm looking to build a strong dynamic team in the Delhi market.

Role summary :

- The Manager CRM requires an all-round ability to connect with internal and external stake holders and delivery exceptional service managing cohesive team aspirations.

- Great at selling and with service, the endeavour is to deliver consistent experience.

Role description :

- Understand the organization road map to excellence in Customer Experience.

- Ensure excellent service delivery across multiple touchpoints through the customer life cycle.

- Curate and execute SOPs / checklists for all touch-points, processes, and activities

- Track Customer Satisfaction and maintain the high service quality standards

- Conduct team brief and identify low performance area/associates and put in an action plan

- Responsible for all the consumer touch points, from the time of sale to the handover of the residence

- People Management - Providing leadership to a team of customer care associates & executives, chart road map for individual development and provide opportunity to grow.

- Identify training needs among team members to ensure all rounded development of individuals

- Ensuring quality of customer interactions through monitoring of relevant metrics and TATs

- Management of collectibles from customers and ensuring achievement of collection targets

- Enabling documentation process is in place.

- Ensuring low complaint escalation and customer cancellation percentages through various steps through the customer lifecycle.

- Ensuring adoption of standardized MIS procedure.

- Succession planning and manpower planning based on number of customers added per month