Job Title: Senior Customer Relationship Manager (CRM)
Job Summary:
The Senior Customer Relationship Manager (CRM) is responsible for managing and strengthening relationships with existing and prospective customers while ensuring exceptional customer experience throughout the customer lifecycle. This role serves as the primary point of contact for customer engagement, coordination, issue resolution, and satisfaction enhancement to support business growth and brand reputation.
Key Responsibilities:
- Develop, maintain, and strengthen long-term relationships with existing and prospective customers.
- Serve as the primary point of contact for all customer inquiries, requests, concerns, and service-related matters.
- Ensure a seamless customer journey from booking confirmation through project completion and handover.
- Address customer complaints effectively and provide timely resolutions to maintain customer satisfaction.
- Coordinate closely with Sales, Marketing, Accounts, and Project teams to fulfill customer requirements and expectations.
- Maintain accurate and up-to-date customer information within the CRM system.
- Monitor and track customer interactions, follow-ups, payment status, and service requests.
- Provide customers with regular updates regarding project progress and company communications.
- Collect customer feedback and recommend service enhancement initiatives to improve customer experience.
- Measure customer satisfaction levels and implement strategies to improve customer retention and loyalty.
- Generate CRM reports, customer insights, and performance updates for management review.
- Organize customer engagement programs and initiatives to strengthen brand value and customer relationships.
- Ensure adherence to company service standards, policies, and customer engagement procedures.
Qualifications & Experience:
- Bachelor’s degree in Business Administration, Marketing, Management, or a related field.
- Minimum 3–8 years of experience in Customer Relationship Management, Customer Service, or Client Relationship roles.
- Experience in Developers & Builders / Real Estate industry will be preferred and considered an added advantage
- Strong understanding of customer lifecycle management, project coordination, and customer engagement processes.
- Experience working with CRM software and customer data management systems.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Strong reporting, coordination, and stakeholder management abilities.
Key Competencies:
- Customer Relationship Management
- Customer Retention & Satisfaction
- Team Coordination
- Complaint Resolution
- Communication & Negotiation
- CRM Reporting & Data Management
- Service Excellence & Customer Experience
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Leave encashment
- Paid sick time
Work Location: In person
