Embassy Group - Head/Assistant General Manager - Customer Relationship Management

Job Purpose:The AGM CRM will be responsible for managing the customer relationship from confirmation of sales (booking) till handover of the property and registration. The individual will also be responsible for the upkeep of ready units that are not sold in conjunction with Embassy Services Private Limited (ESPL). The individual will have primary responsibility for ensuring timely demand notes, collections, inspections and satisfactory handover to customer. He / she will also ensure error free documentation and archival of all relevant documents in digital and physical form.

Key Responsibilities:

- Establish necessary operational processes within and across the concerned teams (Sales, CP, Documentation, PST, Projects, ESPL, AM, Finance, Legal and other areas as applicable) to ensure seamless and unified approach to client servicing

- Ensure regular monitoring of project progress and keep clients updated on the same through email

- Manage the process ensuring that accurate demand notes are raised as per schedule in the agreement and project completion status

- Ensure appropriate follow up with clients / bankers to collect payments as per schedule handling and escalations or matters that may require intervention from management

- Review and ensure the sale deeds are processed taking into account all the assignments made from the initial agreement. Also ensure all the sale deeds are vetted by Legal, Finance & Audit teams before they are sent to customer

- Ensure process and protocols to liaise with the Projects team for any modifications / changes requested by clients and getting the units delivered as per committed handover dates

- For modifications given by the customer, ensure cost and time escalations are settled appropriately

- Upon receipt of units, ensure team performs pre-inspection and get de-snagging done if required before inviting the client for walk-through / inspection

- Ensure periodic inspection of units that are ready but not handed over or sold. Set-up process to handover the units to ESPL for maintenance.

- Establish and ensure robust client servicing and relationship management process and protocols that ensure timely and appropriate response and closures for client issues, queried and grievances. Collaborate with the Head of CRM for Luxury / Premium portfolio to standardize operating processes where possible.

- As part of the project close-out, establish working protocols for service delivery and escalations during the warranty period. Also decide on the closure of site office and related set-up to formally close-out the project.

- Ensure team maintains document control through digitally and physically for easy retrieval and review

- Ensure preparation of Deed of declaration across all projects

- Conduct regular departmental reviews to monitor progress, plan for the next period, update management and resolve operational issues

- Review the consolidated MIS and Project cashflow (collections due) on a weekly /monthly basis and ensure adherence to the same

- Establish and ensure process and protocols for the team to engage and work effectively with the Asset Management team where needed.

- Personally anchor key relations with select clients and relationships (Banks, owners etc).

- Ensure RERA and applicable statutory compliances for the CRM operations.

- Lead and manage the CRM team by hiring, training and coaching the talent for success

Supervision:

- Direct Reports Three

- Dotted line reporting None

- Indirect Reports Nine

Key Interfaces

- Internal / Group Sales, Channel Partner Team, LMT Team, Projects, Finance, Legal, Marketing, ESPL, Asset Management

- External Customers, Brokers, Registrar's office, Banks

Qualifications and Work Experience:

- MBA with 15 yrs experience in sales or customer service, preferably in the real estate sector. Expertise of the legal requirements in the real estate industry.

Knowledge, Skills and Competencies:

- RERA and other relevant laws

- Building relationships & Influencing Stakeholders.

- Communications skills both written & verbal

- Crisis management

- Market research

- Negotiating skills

- Getting things done

- SAP or similar ERP systems