Senior Manager-CRM (Customer Relationship Management)

Qualification- MBA/PGDM

Experience: 12 to 15 years

Roles and Responsibility

· Responsible for creation and implementation of CRM process and structure.

· Ensuring delightful customer experience from the prospect to the handover stage for the customer.

· Responsible for recruiting, inducting, training, managing, motivating, leading and developing the CRM team to the company standards.

· Ensuring timely query resolution within TAT and handling escalations and resolving them and controlling the matrix.

· Providing overview of various MIS and feedback for management review.

· Ensuring adherence to processes, policies & procedure within the TAT.

· Coordinating with various banks in order to facilitate the bank tie up for disbursement of loans to customers.

· Stream line processes between back office, RMs & Accounts.

· Measure team performance through collections/CSSM scores.

· Meet all customers briefly on their visits to office/site.

· For exceptional customer cases, strictly follow Internal Memo process

(IOM), personal involvement.

· Assure customer files/data safely stored and no loss/misplacement of

any important document.

· Assist team in meeting deadlines (agreements/registrations/payments)

· Arrange for training of team member on technical skills (CRM, SAP, MS Office)

· Assure all KYC (Pan card/passport/OCI) documents collected for all customers.

· Assure allotment/agreement process followed strictly.

· Assure team hands over important legal documents only to customers or

their authorized personnel (letter required)

· Assure the maintenance & timely updation of Master sheet (password locked excel)

· Assure the maintenance & timely updation of allotment/agreement dates.

· Maintain the slab construction dates of all towers.

· Get timely updates from Architect & projects on plans/ changes – update team

If interested please send your UPDATED Profile with below mentioned details.

Current CTC:

Expected CTC:

Notice Period:

Reason for Job Change:

With Regards,

Reshmi-HR Recruiter

Aarna HR Solutions

Mob No: : 9902579718