Rohan Builders , AGM , CRM

  • 15-20 yrs
  • Not Disclosed

Job Description

1. CRM Approach & Strategy, Formulate and articulate the CRM approach in line with organizational vision and business goals to maximise customer satisfaction and referrals, Work with the management team to facilitate a culture and ethos of customer orientation at all levels within the organisation, Ensure clear articulation of Customer Value Proposition and customer service principles to be adopted across the organisation2. Facilities Management & Post Possession Customer Support, Take ownership of customer service and customer experience post possession stage, Provide guidance to Facility Management team at various sites for quick and proactive resolution of customer complaints and fulfilment of customer requests within committed timelines, Ensure proper operations of FM services like Water Supply, Electricity Supply, D.G. Backup, Lifts, Housekeeping, Security, Operation and Maintenance of equipment etc. , Work with other teams like Projects, Sales , Design , Liaisoning team etc. to ensure excellent customer service , Take care of all escalated customer grievances including irate customers and ensure adequate response and resolution. Highlight in case of any cross functional or management support as required., Develop and maintain relationships with past and new customers through periodic interactions, attending ad hoc committee and society meetings as required, Ensure society formation as per prescribed timelines in a smooth manner; provide guidance and education to committee members as required, Establish clear policies, formats and templates for responding to customers across all channels like email, telephone, whatsapp etc., Establish clear SOPs and drive process and operational improvements for all aspects related to customer support and facility management. Focus on implementation of best and sustainable practices., Drive automation and digitisation of processes and analytics related to Customer Grievances, Maintenance Requisitions and Facility management., Ensure that customer feedback is collected on a periodic basis; outcomes and actionables shared with all cross functional teams.3. Customer Engagement, Outline key objectives of Customer Engagement and prepare a plan in consultation with all stakeholders, Scan the environment on a continuous basis for new initiatives being undertaken related to CRM in real estate and other sectors. , Drive implementation of Customer Engagement initiatives with support of Sales, Marketing and others teams as required, Focus on enhancing referrals from existing customers through positive customer perception, Give inputs to improve processes related to CRM Process from booking to possession4. Managerial responsibilities, Proactively establish and maintain MIS and records for the department , Guide, mentor and motivate the team and ensure adherence to customer service commitments., Ensure periodic monitoring and review of team and departmental performance., Select and work with relevant agencies,vendors for support on Facility Management or Customer Engagement