Job Title: CRM Head
Salary: 12.00-15.00 Lac
Experience: 12.00-18.00 Years
Location: Bhubaneswar
Education: Graduation
Industry: Real Estate
Skills Required: Customer Relationship Management (CRM), Team Leadership, Financial Management, Knowledge of Real Estate Laws and Regulations
Required Experience:
12 to 18 years (6 to 8 years in Real Estate industry)
KRAs
1. Post-Sale Operations Management: Extensive knowledge of all post-sale activities including customer handling, documentation, inventory management, team leadership, reporting, collections, home loans, balance transfers, possession processes, and registry.
2. Team Leadership & Performance Monitoring: Successfully leading a CRM and post-sales team of 15 members, conducting weekly team performance reviews, and strategizing for service and business improvement.
3. Data Analysis & Reporting Expertise: Proficient in processing large volumes of data into meaningful summaries and presentations, generating and distributing accurate management reports on sales, quality, client service, and business performance.
4. Excel Proficiency: Advanced skills in Excel, including Pivot Tables, V&H Lookup, logical functions, charts, text columns, IF statements, date formulas, conditional formatting, and more for data analysis and reporting.
5. MIS Management & CRM Software: Proficiency in CRM Software such as Farvision, Salesforce or Zoho. Preparing daily MIS reports on collections, outstanding balances, and inventory while providing management with key insights and updates to improve efficiency and consistency in reporting.
6. Strategic Analysis & Business Insights: Analysing customer and broker data for business development, providing recommendations to update MIS systems, and producing new report suites for better insight into sales and customer service processes.
7. Process Optimization & Risk Mitigation: Identifying gaps in operational activities, optimizing business processes, mitigating risks, conducting internal audits, and implementing strategies to prevent fraud.
8. Project Documentation & Compliance: Authorized for critical documentation tasks including agreement execution, payment receipts, demands, reminders, cancellations, and coordination of documentation for bank disbursements and project approvals.
9. Financial Coordination & Collection Discipline: Expertise in coordinating with construction teams for timely progress, raising demands for funds, and overseeing collections to ensure financial stability and project completion.
10. Audits on QRC (Query/Request/Complaints) process: Ensuring high-quality business practices by streamlining workflows, conducting audits, and maintaining strong customer relationships through timely and quality service delivery audits.
11. Bank & NBFC Approvals: Strong ability to secure project approvals from leading banks and NBFCs, ensuring smooth home loan disbursements and financial collaboration for real estate projects.
12. End-to-End Possession & Sale Execution: Overseeing the complete process of possession, sale deed, sub-lease deed, and ensuring timely delivery of flats to buyers, thus maintaining customer trust and loyalty.
Required Skills:
Customer Relationship Management, Banking & Financial Ties, Financial Management, Knowledge of Real Estate Laws and Regulations, Communication Skills, Problem-Solving, Negotiation Skills, Team Leadership, Analytical Skills, Reporting Management, Strategic Thinking, Adaptability and Resilience, Consumer Centric Thinking
Mandatory Criteria :
● Candidate must have 6 to 8 years of experience in Real Estate industry
● Prefer candidates from Banking & Finance Sector, Insurance sector.
● Candidate must have Knowledge of Real Estate Laws and Regulations.
● Candidate should have experience in Post-Sale Operations Management, MIS Management & CRM Software handling, Project Documentation & Compliance and Audits on QRC (Query/Request/Complaints) process.
● Candidate should be good in Customer Relationship Management, Banking & Financial Ties, Financial Management.
● Candidate should have Excel Proficiency.
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