We are hiring CRM Head for ELephantine Enterprises Private Limited located at Adyar, Chennai
Job Description
The CRM Head is responsible for leading the Customer Relationship Management function by ensuring exceptional customer experience throughout the customer lifecycle—from booking to possession and post-handover services. The role involves managing CRM operations, customer retention, collections coordination, customer communication, complaint resolution, documentation, registration support, and team performance while ensuring adherence to company policies and service standards.
Key Roles & Responsibilities1. CRM Operations
- Lead and manage the end-to-end CRM department.
- Develop and implement CRM policies, SOPs, and customer service standards.
- Ensure seamless coordination between Sales, Legal, Finance, Projects, Marketing, and Registration teams.
- Monitor daily CRM activities and improve operational efficiency.
2. Customer Lifecycle Management
- Oversee customer engagement from booking to possession.
- Ensure timely issuance of booking confirmations, allotment letters, agreements, demand letters, and possession documents.
- Maintain complete customer records in the CRM software.
- Track customer milestones and ensure timely communication.
3. Customer Service & Grievance Handling
- Handle escalated customer complaints and resolve issues within defined TAT.
- Ensure prompt responses to customer queries through calls, emails, WhatsApp, and customer meetings.
- Maintain high customer satisfaction levels.
- Conduct customer feedback and satisfaction surveys.
4. Registration & Documentation
- Coordinate with Legal and Registration teams for documentation.
- Ensure registration schedules are planned and executed efficiently.
- Monitor document collection and verification.
- Ensure compliance with regulatory and company documentation requirements.
5. Collections Coordination
- Coordinate with customers regarding payment schedules.
- Follow up on outstanding dues before milestones.
- Work closely with Finance for collection updates.
- Ensure demand notices are issued on time.
6. Customer Retention & Relationship Management
- Design customer engagement and loyalty initiatives.
- Manage referral programs.
- Improve repeat business opportunities.
- Conduct periodic customer interaction programs.
7. Team Management
- Recruit, train, mentor, and evaluate CRM staff.
- Set KPIs and monthly performance targets.
- Conduct regular team meetings and performance reviews.
- Build a customer-centric culture within the department.
8. MIS & Reporting
- Prepare daily, weekly, and monthly CRM reports.
- Monitor KPIs including:
- Customer Satisfaction (CSAT)
- Complaint Resolution TAT
- Collection Status
- Registration Progress
- Customer Retention
- Customer Response Time
- Team Productivity
- Present reports to senior management with recommendations.
9. Process Improvement
- Identify gaps in CRM operations.
- Implement automation and digital CRM solutions.
- Standardize workflows and documentation.
- Continuously improve customer experience through process enhancements.
10. Compliance
- Ensure adherence to company policies and SOPs.
- Maintain confidentiality of customer information.
- Ensure compliance with applicable real estate regulations and internal quality standards.
Pay: ₹75,000.00 - ₹100,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Provident Fund
- Work from home
Work Location: In person
