Senior Executive-CRM at L&T Finance

Job Description

Job Description for RM - CRM

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 5- 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

Frequently Asked Questions

What are the eligibility criteria for the Senior Executive-CRM job at L&T Finance?

Eligibility typically includes the qualifications and experience outlined in the job description above, with around 4-16 Years years of relevant experience expected for this role.

What are the primary responsibilities of a Senior Executive-CRM at L&T Finance?

The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Senior Executive-CRM at L&T Finance.

Is prior experience required for this position?

This role requires around 4-16 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.

What skills are important for this role?

Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.

How do I apply for the Senior Executive-CRM role at L&T Finance?

You can apply directly using the Apply Now button on this page, which will take you to L&T Finance's application process for this role.

Senior Executive-CRM

L&T Finance — Chennai, CHENNAI