CRM Executive

MS Realty; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

MS Realty in Mumbai is seeking a CRM System Manager to administer and optimize our CRM, ensuring data accuracy, security, and tailored configurations to fit our real estate processes.

You will drive customer engagement, segment audiences, personalize interactions, and collaborate with sales, marketing, and service teams to enhance retention and revenue. Strong communication and proactive initiative are essential in a fast-paced environment.

Qualifications

• Graduate/Bachelors in business administration.
• Real estate industry experience preferred.
• Strong communication and multitasking abilities.
• Proactive and adaptable with initiative.
• Ability to use CRM and ERP systems.

Responsibilities

• Administer and maintain CRM system with data accuracy and security.
• Customize and configure CRM to meet business needs.
• Monitor performance and coordinate IT for enhancements or fixes.
• Document lead information and notes on preferences or requirements.
• Foster customer engagement across channels (phone, email, chat, social).
• Segment customers for targeted marketing and personalization.
• Develop CRM strategies with marketing, sales, and customer service teams.
• Provide training and support on CRM best practices.

Skills

CRM systems

ERP systems

Real estate knowledge

Communication skills

Team collaboration

Education

Bachelor's degree in business administration

Tools

CRM

ERP

Job description

1. CRM System Management:

• Administer and maintain our CRM system, ensuring data accuracy, system integrity, and security.
• Customize and configure the CRM to meet the specific needs of our business processes.
• Monitor system performance, troubleshoot issues, and coordinate with IT for any necessary enhancements or fixes.
• Document information about leads, including their source, contact details, and any notes regarding their preferences or requirements.

2. Customer Engagement:

• Foster positive and lasting relationships with customers by delivering exceptional service and support.
• Ensure timely responses to customer inquiries and requests through various communication channels, including phone, email, chat, and social media.
• Proactively reach out to customers to gather feedback, address concerns, and offer assistance.

3. Customer Segmentation:

• Use CRM data to segment customers based on various criteria, such as demographics, behavior, and purchase history.
• Tailor marketing and communication efforts to specific customer segments to increase engagement and conversions.

4. Personalization:

• Leverage CRM insights to personalize interactions with customers, such as personalized product recommendations and content.
• Send targeted and relevant marketing campaigns to enhance the customer experience.

5. Customer Retention:

• Develop and implement strategies to improve customer retention rates.
• Identify at-risk customers and proactively address their concerns or issues.
• Create loyalty programs or incentives to encourage repeat business.

Sales and Upselling:

• Collaborate with sales teams to identify cross-selling and upselling opportunities with existing customers.
• Use CRM data to recommend additional products or services that align with customers' needs and interests.

Customer Feedback and Insights:

• Collect and analyze customer feedback to identify areas for improvement in products or services.
• Share customer insights with relevant teams to drive product development and service enhancements.

Payment Collection and Billing:

• Track and manage customer payments and billing information within the CRM.
• Send payment reminders and follow up on overdue accounts to ensure timely collection.

Reporting and Analysis:

• Generate reports and dashboards from CRM data to measure key performance indicators (KPIs) related to customer interactions and collection efforts.
• Analyze trends and metrics to make data-driven decisions and optimize CRM strategies.

Strategy Development:

• Collaborate with marketing, sales, and customer service teams to develop CRM strategies that enhance customer experiences and drive revenue growth.
• Segment customers based on behavior, demographics, and other criteria to personalize marketing and communication efforts.
• Implement and optimize marketing automation workflows and email campaigns.

Training and Support:

• Provide training and support to internal users on CRM best practices and usage.
• Serve as the go-to resource for CRM-related questions and issues.

12. Integration and Expansion:

• Evaluate and integrate new tools and technologies that can enhance our CRM capabilities.
• Identify opportunities to expand the CRM's functionality and integration with other systems.

6. Requirements:

• Excellent oral and written communication skills.
• Organizational skills and the ability to multitask.
• The ability to be proactive and take initiative.
• Flexibility and adaptability.

7. Education:

Graduate/bachelors degree in business administration.

8. Work Experience:

years above in Real Estate

Technical skills:

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Strong understanding of real estate sales processes, pre-sales activities, and financial operations.
• Proven experience working with CRM and ERP systems, preferably in the real estate industry.

Ability to multitask, prioritize tasks, and work effectively in a fast-paced environment