Lead - CRM - Real Estate

CRM Lead

Job Summary:

- As the Lead Customer Relationship Management (CRM) for our luxury real estate projects, you will play a crucial role in ensuring seamless post-sales processes, efficient collections, and exceptional customer satisfaction.

- This role demands a dynamic individual with extensive experience in real estate CRM, a keen eye for detail, and the ability to handle end-to-end processes with finesse. As our projects demand rigorous timelines and a relentless pursuit of perfection, the role may require working late hours and weekends to meet project milestones and customer demands.

Key Responsibilities:

Collections Management:

- Oversee and strategize the collections process, ensuring timely receipt of payments from customers.

- Implement effective collection techniques to minimize overdue accounts

- Work closely with finance and other teams to handle any collection-related issues.

Post Sales End-to-End Process Management:

- Supervise and streamline the post-sales process, including agreement execution, registration, and documentation.

- Collaborate with sales and ops teams to ensure the accurate and efficient processing of customer documents.

- Maintain updated records of customer interactions, agreements, and related correspondence.

Customer Relationship Management:

- Foster strong and lasting relationships with customers, providing personalized attention and addressing their concerns promptly.

- Act as a point of contact for high-profile customers, resolving issues, and ensuring exceptional customer experiences.

- Conduct regular feedback sessions and surveys to gauge customer satisfaction and identify areas for improvement.

Team Leadership and Training:

- Lead and mentor a team of CRM executives, providing guidance, support, and regular performance evaluations.

- Conduct training programs for team members to enhance their skills and keep them abreast of industry trends.

Reporting and Analysis:

- Prepare periodic reports on collections, customer feedback, and post-sales processes for senior management.

- Analyze data to identify trends, areas of improvement, and implement actionable solutions.

Requirements:

- Master's degree in Business Administration, Real Estate Management, or a related field. With 12-15 years of experience in CRM, post-sales, or collections management in the real estate sector, preferably with experience in luxury projects.

- Proven ability to lead and inspire a team, fostering a collaborative and results-driven environment.

- Excellent communication and interpersonal skills, with an ability to effectively engage with high-profile customers and internal stakeholders.

- Strong attention to detail, ensuring accuracy in documentation and adherence to timelines.

- Demonstrated ability to handle complex customer issues, resolve conflicts, and find innovative solution

- Willingness to work beyond regular hours, including weekends, as project demands may require.