Customer Service Executive

Suryam Developers; Ahmedabad District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Suryam Developers is seeking a CRM-focused professional to lead strategy and implementation across the real estate business. You will drive customer retention, nurture leads, and coordinate marketing campaigns.

You will manage data segmentation, customer journeys, and CRM tools (Salesforce/HubSpot or similar), collaborating with Sales and Marketing to optimize campaigns and reporting for senior management.

Responsibilities

• CRM Strategy & Implementation: Develop and execute the company's CRM strategy to improve customer retention, lead generation, and satisfaction in real estate.
• Data Management & Segmentation: Oversee collection, segmentation, and analysis of customer data to improve targeting and campaigns.
• Customer Journey Optimization: Map and continuously improve the customer journey across all touchpoints.
• Lead Management: Monitor, evaluate, and optimize lead generation and conversion processes.
• CRM Software Management: Manage CRM platforms (e.g., Salesforce, HubSpot) and ensure optimal utilization by sales and marketing teams.
• Collaboration with Sales & Marketing Teams: Align CRM strategies with campaign planning and customer outreach.
• Customer Communication: Develop communication strategies (email, workflows, SMS) to build long-term client relationships.
• Reporting & Analytics: Monitor KPIs and provide regular reports to senior management.
• Training & Support: Train and support sales and customer service teams on CRM best practices.
• Customer Retention & Satisfaction: Develop strategies to enhance loyalty and address issues promptly to maintain positive relationships.

Job description

• CRM Strategy & Implementation:
  Develop and execute the company's CRM strategy to improve customer retention, increase lead generation, and enhance overall customer satisfaction within the real estate industry.
• Data Management & Segmentation:
  Oversee the collection, segmentation, and analysis of customer data to improve targeting, personalized communications, and marketing campaigns.
• Customer Journey Optimization:
  Map out and continuously improve the customer journey, from the first contact to post-sale follow-up, ensuring a seamless experience across all touchpoints.
• Lead Management:
  Monitor, evaluate, and optimize lead generation and conversion processes, ensuring that leads are nurtured effectively throughout the sales funnel.
• CRM Software Management:
  Manage and optimize CRM platforms (e.g., Salesforce, HubSpot, or others), ensuring that all features are utilized to their fullest potential and that the system is functioning optimally for the sales and marketing teams.
• Collaboration with Sales & Marketing Teams:
  Work closely with the sales and marketing departments to align CRM strategies with broader business goals, including campaign planning, content creation, and customer outreach.
• Customer Communication:
  Develop and implement communication strategies (e.g., email marketing, automated workflows, SMS campaigns) to build long-term relationships with clients.
• Reporting & Analytics:
  Monitor key performance indicators (KPIs) related to CRM, such as customer retention rates, engagement metrics, sales conversion, and customer satisfaction. Provide regular reports and insights to senior management to improve CRM practices.
• Training & Support:
  Train and support the sales and customer service teams on best practices for CRM tools and customer relationship management, ensuring they use the platform efficiently and effectively.
• Customer Retention & Satisfaction:
  Develop strategies to enhance customer satisfaction and loyalty, addressing any issues or concerns quickly and effectively to maintain positive relationships.