About the role
REQUIREMENT –
- Proven work experience as a CRM Lead Estate or similar role of at least 5 to 10 years.
- Should be Salesforce trained and certified.
- Prior Estate experience in Residential projects is must.
- Strong communication and writing skills along with a customer-oriented attitude.
ROLES & RESPONSIBILITIES –
- To monitor relationships with existing customers through CRM systems.
- Ensure customer queries are reverted in timely manner
- Ensure Salesforce tickets are managed well and reverted within the TAT
- To suggest innovative methods to address customers’ needs and monitor Estate NPS
- Assist with organizing promotional events to reach existing and prospective customers.
- To conduct market research to follow trends and competition.
- Responsible for managing and collection of all the outstanding accounts receivables from clients and customers. In addition, responsible for other aspects of collections, resolving customer billing problems, etc.
- To conduct customer experience research, feedback surveys and customer roadmap analyses.
- Responsible to consistently evaluate customer data, that is, customer behavior, program engagement, user experience analyses, as well as business performance metrics in order to realize areas of improvement in the business’s CRM campaigns, which will drive better results in customer acquisition and retention.
- To work closely with senior management and stakeholders in the formulation of CRM Estate strategies, campaigns, risk management measures and solutions.
- Responsible to play a mentorship role for site CRM personnel, helping them in execution of their duties, ensuring that their professional skills are continuously growing.
- To ensure legal queries/drafts are prepared for legal team