Customer Relationship Management • Lead end-to-end customer relationship management from booking through possession and post-possession support. • Develop and implement customer engagement and retention strategies. • Ensure a seamless and positive customer experience at all stages of the project lifecycle. • Manage customer interactions and maintain long-term relationships with key customers. • Act as the escalation point for critical customer concerns and grievances. Customer Experience & Service Excellence • Drive customer satisfaction initiatives and monitor service quality standards. • Ensure timely resolution of customer queries, complaints, and requests. • Conduct customer feedback surveys and implement improvement actions. • Organize customer engagement programs, events, and communication campaigns. • Enhance customer loyalty through proactive relationship management. Collections & Revenue Support • Monitor customer payment schedules and coordinate with Finance for collection follow-ups. • Support timely recovery of outstanding dues and receivables. • Ensure customers receive regular updates on payment milestones and obligations. • Track collection performance and escalate critical cases when required. Stakeholder Management • Coordinate with Sales, Projects, Finance, Legal, Marketing, and Facilities teams to address customer requirements. • Facilitate smooth communication between customers and internal stakeholders. • Support project handovers, possession activities, and documentation processes. • Build strong working relationships across departments to improve service delivery. Process Governance & Compliance • Ensure adherence to CRM policies, SOPs, and customer service standards. • Monitor compliance with RERA guidelines and regulatory requirements. • Drive process improvement initiatives to enhance operational efficiency. • Review service metrics and implement corrective actions for continuous improvement. Team Leadership • Lead, mentor, and develop CRM team members. • Set performance goals and monitor team productivity. • Conduct regular reviews, coaching sessions, and capability development initiatives. • Foster a customer-centric and performance-driven culture within the team. MIS & Reporting • Review customer satisfaction reports, escalation trackers, and collections dashboards. • Monitor CRM KPIs such as CSAT, NPS, complaint resolution TAT, and collection efficiency. • Present periodic reports and insights to senior management. • Utilize customer feedback and analytics to drive business decisions. Educational Qualification • Bachelor's Degree in Business Administration, Commerce, Marketing, Engineering, or related discipline. • MBA/PGDM in Marketing, Customer Relationship Management, Operations, or related field preferred. Experience • 10-15 years of experience in Customer Relationship Management, Customer Service, Collections, Relationship Management, or Client Engagement. • Minimum 4-5 years of experience in leading CRM teams. • Experience in Real Estate, Hospitality, Banking, Infrastructure, Retail, or customer-focused industries preferred. • Proven experience in handling customer escalations, collections management, and customer lifecycle processes.