Lead - Site Sales

Adani Transmission (ATL); Dadri; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Adani Transmission (ATL) is seeking a seasoned CRM leader to oversee end-to-end customer relationship management from booking through possession and post-possession support, coordinating with Sales, Projects, Finance, Legal, Marketing and Facilities.

The role focuses on customer engagement, retention, revenue protection, and ensuring compliance with RERA guidelines while driving service quality and customer satisfaction.

Qualifications

• Bachelor's degree in business, commerce, marketing, engineering or related field.
• MBA/PGDM in Marketing, CRM, Operations or related field preferred.
• 10–15 years in CRM/CS, with 4–5 years leading CRM teams.

Responsibilities

• Lead end-to-end customer relationship management from booking through possession and post-possession support.
• Develop and implement customer engagement and retention strategies.
• Ensure a seamless and positive customer experience at all stages of the project lifecycle.
• Manage customer interactions and maintain long-term relationships with key customers.
• Act as the escalation point for critical customer concerns and grievances.
• Drive customer satisfaction initiatives and monitor service quality standards.
• Ensure timely resolution of customer queries, complaints, and requests.
• Conduct customer feedback surveys and implement improvement actions.
• Organize customer engagement programs, events, and communication campaigns.
• Enhance customer loyalty through proactive relationship management.
• Monitor customer payment schedules and coordinate with Finance for collection follow-ups.
• Support timely recovery of outstanding dues and receivables.
• Ensure customers receive regular updates on payment milestones and obligations.
• Track collection performance and elevate critical cases when required.
• Coordinate with Sales, Projects, Finance, Legal, Marketing, and Facilities teams to address customer requirements.
• Facilitate smooth communication between customers and internal stakeholders.
• Support project handovers, possession activities, and documentation processes.
• Build strong working relationships across departments to improve service delivery.
• Ensure adherence to CRM policies, SOPs, and customer service standards.
• Monitor compliance with RERA guidelines and regulatory requirements.
• Drive process improvement initiatives to enhance operational efficiency.
• Review service metrics and implement corrective actions for continuous improvement.
• Lead, mentor, and develop CRM team members.
• Set performance goals and monitor team productivity.
• Conduct regular reviews, coaching sessions, and capability development initiatives.
• Foster a customer-centric and performance-driven culture within the team.
• Review customer satisfaction reports, escalation trackers, and collections dashboards.
• Monitor CRM KPIs such as CSAT, NPS, complaint resolution TAT, and collection efficiency.
• Present periodic reports and insights to senior management.
• Utilize customer feedback and analytics to drive business decisions.

Skills

CRM leadership

Customer lifecycle

Stakeholder management

Process governance

Team leadership

MIS & reporting

RERA compliance

Education

Bachelor's degree in Business Administration, Commerce, Marketing, Engineering, or related discipline

MBA/PGDM in Marketing, Customer Relationship Management, Operations, or related field preferred

Job description

Educational Qualification

• Bachelors Degree in Business Administration, Commerce, Marketing, Engineering, or related discipline.
• MBA/PGDM in Marketing, Customer Relationship Management, Operations, or related field preferred.

Experience

• 10-15 years of experience in Customer Relationship Management, Customer Service, Collections, Relationship Management, or Client Engagement.
• Minimum 4-5 years of experience in leading CRM teams.
• Experience in Real Estate, Hospitality, Banking, Infrastructure, Retail, or customer-focused industries preferred.
• Proven experience in handling customer escalations, collections management, and customer lifecycle processes.

Customer Relationship Management

• Lead end-to-end customer relationship management from booking through possession and post-possession support.
• Develop and implement customer engagement and retention strategies.
• Ensure a seamless and positive customer experience at all stages of the project lifecycle.
• Manage customer interactions and maintain long-term relationships with key customers.
• Act as the escalation point for critical customer concerns and grievances.

Customer Experience & Service Excellence

• Drive customer satisfaction initiatives and monitor service quality standards.
• Ensure timely resolution of customer queries, complaints, and requests.
• Conduct customer feedback surveys and implement improvement actions.
• Organize customer engagement programs, events, and communication campaigns.
• Enhance customer loyalty through proactive relationship management.

Collections & Revenue Support

• Monitor customer payment schedules and coordinate with Finance for collection follow-ups.
• Support timely recovery of outstanding dues and receivables.
• Ensure customers receive regular updates on payment milestones and obligations.
• Track collection performance and elevate critical cases when required.

Stakeholder Management

• Coordinate with Sales, Projects, Finance, Legal, Marketing, and Facilities teams to address customer requirements.
• Facilitate smooth communication between customers and internal stakeholders.
• Support project handovers, possession activities, and documentation processes.
• Build strong working relationships across departments to improve service delivery.

Process Governance & Compliance

• Ensure adherence to CRM policies, SOPs, and customer service standards.
• Monitor compliance with RERA guidelines and regulatory requirements.
• Drive process improvement initiatives to enhance operational efficiency.
• Review service metrics and implement corrective actions for continuous improvement.

Team Leadership

• Lead, mentor, and develop CRM team members.
• Set performance goals and monitor team productivity.
• Conduct regular reviews, coaching sessions, and capability development initiatives.
• Foster a customer-centric and performance-driven culture within the team.

MIS & Reporting

• Review customer satisfaction reports, escalation trackers, and collections dashboards.
• Monitor CRM KPIs such as CSAT, NPS, complaint resolution TAT, and collection efficiency.
• Present periodic reports and insights to senior management.
• Utilize customer feedback and analytics to drive business decisions.