Customer Relationship Manager

Larsen & Toubro Ltd; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Larsen & Toubro Ltd in Bengaluru is seeking a Manager - CRM to manage customer interactions across the lifecycle and drive sales growth. You will handle post-sales processes, data consolidation across channels, and ensure timely documentation and collections.

The role focuses on strengthening customer relationships and facilitating revenue expansion. The ideal candidate holds an MBA or related postgraduate degree with substantial experience in real estate Sales/CRM and a proven ability to

Qualifications

• Graduate/ Post Graduate/ MBA with a minimum 4-10 years in real estate Sales/CRM.
• Strong background in customer acquisition, re-engagement and retention strategies.

Responsibilities

• Up-dation of data in ERP/ SAP (Sales Module).
• Managing Customer Lifecycle and post-sales activities.
• Coordinate with Legal/ Finance/ Engineering for documentation.
• Managing site visits and walk-ins during property exhibitions.
• Prepare MIS reports and track collections/ payments.

Skills

Customer lifecycle management

Data analysis

Sales & CRM

Education

MBA / Postgraduate in related field

Tools

ERP SAP

Job description

Manager - CRM Job Description for Executive/ Assistant Manager - CRM Position

Key purpose of the job: . To manage and analyse customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth.

Handle customers from post sales stage till handover of the property, collection, documentation or any other paperwork on behalf of the company or the client. Compile information on customers across different channels / points of contact between the customer and the company (website, telephone, live chat, direct mail, marketing materials and social media).

Key Accountabilities

Up-dation of data in ERP/ SAP (Sales Module). Managing Customer Lifecycle Enhance Customer Experience Follow-up on submittals Collections/ Payment Follow Ups with Customer Drive post sales activity Address and manage escalated customer queries Improving business relationship with Customers & Customer retention Sales & CRM budget, MIS reports, bookings and cancellations. Strategic Monitor and maximize customer lifetime value strategies. Plan & Monitor accurate and timely sales documentation - Eg - Application forms, Allotment Letters, Agreement for Sale / Construction, Demand Notices, Sale Deeds, Tripartite Agreements/NOC for Banks Operational To contribute to the overall standardization of data, formats and MIS To conceptualize & identify opportunities to create and implement customer delight Managing site visits and walk -ins during property exhibition. Managing web site and walk in enquiries. Follow up of all walk-in prospects and exhibition prospects and converting them to clients. To give product presentations and arrange site visits for clients and also accompany them to ensure better understanding of the product. Managing customer queries, negotiation with buyers, maintaining customer data and follow up with customers. Monitoring the invoices as per the site progress. Management of receivables, Coordination with accounts for tracking weekly and monthly collections. Completing formalities related to agreement and payment disbursement, Verifying agreements for registration. Tie up with HFIs concerning the new schemes, rate of interest, and follow up for client’s loan disbursement. Formulating budgets, MIS reports, bookings and cancellations. Updation of data in ERP/ SAP (Sales Module). Co-ordination with the execution team, facility team for units to be ready for handing over possession. Inspecting of flats before handing over possession. To ensure prompt responsiveness on sales enquires (viz. customer calls, emails, walk-ins and other correspondence) so as to maximize sales conversions To monitor sales collections and ensure regular follow-up & sending demand notices for the same - to red flag issues To analyze feedback from customers and the trends to sales queries and provide feedback to the Sales and Marketing teams To ensure complete and comprehensive documentation of all customer related records and ensure the database is centrally managed To ensure data entry and detailed filing of all documents received To ensure prompt dispatch of receipts for customer payments/ documents received To lead and implement ‘customer delight’ initiatives - e.g. welcome kits for new customers To coordinate with Legal/ Finance/ Engineering teams on customer documentation related issues Internal & External Interactions Internal: Engineering, Legal, Sales and Marketing, Finance, IT departments External: Customers, HFI Team, Bank , Agencies, Consultants

Education & Experience Requirement

Graduate/ Post Graduate/ MBA with a minimum 4- 10 Years of Experience in real estate Sales/CRM Strong background in customer acquisition, re-engagement and retention strategies. A Confident and articulate communicator capable of inspiring strong collaboration in the organisation