Executive CRM @ Larsen & Toubro

Job Description

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 SFDC/ 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

Experience Requirement:

• Strong background in customer acquisition, re-engagement and retention strategies.
• A Confident and articulate communicator capable of inspiring strong collaboration in the organisation