Lodha Group - CRM Post Sale Marketing

THE CUSTOMER CARE TEAM

The Customer Care team handles the relationship from the point of sale until possession of the residence, for over 25,000 clients of Lodha Group, including the who’s who of the Mumbai corporate world. With the growing customer base over the past 4 years, this team is being scaled up accordingly, and is currently involved in multiple initiatives in technology and customer experience.

PURPOSE OF THE ROLE

This is a key role inside the Customer Relationship Management function of the Lodha Group. The incumbent will be responsible for taking the brand forward from the point of sale until possession, and handling all elements of marketing throughout the customer’s post sale lifecycle. The role will involve design & activation of all post-sale customer communication, including collaterals and online content on the customer portal, in addition to enhancement of the customer experience via events throughout the making of our landmark projects.

KEY ACCOUNTABILITIES

1. Marketing and Post Sale Brand Management

I. Responsible for extending the brand to all the consumer touch points, from the time of sale to the handover of the luxury residences

II. Playing a significant role in moving the CRM team from a cost centre to a profit centre, by actively driving referral sales through new initiatives

III. Enhancement of existing collateral and creation of new marketing communication in line with brand guidelines to ensure accurate expectation setting and effective service

IV. Design & content development of all post-sale marketing elements including welcome guides, customer possession experience kits, customer newsletters etc

V. Regular research on CSAT and impacting factors affecting brand and service

2. Events & E-service

I. Responsible for conceptualisation, design and execution of customer events for clients of Lodha Group at key milestones in the project lifecycle. For example, in Sep ’11, Lodha organized an on-site event for its customers to witness history in the making, when the world’s largest foundation raft was being poured for the iconic World One; and sent its customers for an exotic holiday to celebrate the occasion

II. Design and execution of NRI events to enhance brand loyalty and tap into the NRI market for referrals

III. Design and content development of the online service platforms being developed by Lodha for its existing customers – including a customer e-service portal and personalised email solutions; from a customer experience perspective

THE EXPECTATIONS

BEHAVIORAL TRAITS

- Flair for marketing & written communication

- Copywriting skills & creativity

- Communication skills with an ability to liaise with various stakeholders and drive change

QUALIFICATION

- MBA from a Tier 1 institute, with specialisation in Marketing

- 2 – 3 years of work experience