CRM Manager (Thane)

Primary Purpose: Manage and lead all the documentation, collection, possession, record keeping of the associated activities that come after a sale is made by a client.

A. Key Activities

Client Service Cycle Management:

• Manage the entire client service cycle from post-sale until the client takes possession of the property, ensuring a smooth transition and positive customer experience.
• Oversee all post-sale activities, including ensuring that clients are kept informed about construction progress, payment schedules, and possession timelines.

Timely Payment Collection:

• Ensure that payments are collected from clients according to the mutually agreed terms and conditions.
• Follow up with clients and external banks regularly to ensure that payments are made on time and that any financial discrepancies are resolved quickly.
• Maintain a system for tracking and reporting payments, ensuring that all accounts are kept up to date.
• Liaise with the Finance department to ensure accurate and up-to-date payment records, reconcile accounts, and track outstanding balances.
• Work with external banks and financial institutions to ensure that all necessary financial approvals and disbursements are processed without delay.

Customer Support & Issue Resolution:

• Work directly with clients to address and resolve any queries, concerns, or clarifications regarding the property or payment.
• Ensure that all customer inquiries are resolved promptly, within a stipulated time frame, and provide excellent service throughout the post-sale phase.
• Offer assistance to clients post-possession, ensuring their satisfaction with the property and addressing any issues they may encounter.

Coordination with Internal Teams:

• Maintain robust communication and coordination with the Sales, Finance, Construction, MIS, and Account teams to ensure that all client-related issues are resolved effectively and efficiently.
• Ensure that information flows seamlessly between departments to address client queries, resolve payment issues, and provide updates on property progress.
• Work with the construction team to track and provide clients with regular updates on construction and delivery timelines.

Payment Follow-Ups:

• Regularly follow up with clients and external bankers to ensure timely payment and adherence to payment schedules.
• Ensure that payments are made in accordance with the terms agreed upon during the sales process, addressing any delays or issues that arise.

Post-Possession Assistance:

• Provide continued support to clients after they take possession of the property, ensuring they have all necessary documents, keys, and resources.
• Address any post-possession concerns, including issues with the property or the settlement process, and work to resolve them promptly.

Ongoing Collection Tracking and Reporting:

• Track and report on ongoing collections, maintaining accurate daily reports on payments received, pending collections, and status of accounts.
• Provide management with timely updates on payment collections and any concerns or challenges that need to be addressed.

Construction Progress Updates:

• Regularly follow up with the construction team to get timely updates on the progress of projects and ensure clients are informed about construction milestones, delays, or changes in timelines.
• Communicate construction updates effectively to clients, ensuring they are kept informed of expected delivery dates and any potential delays.

Coordination with Banks for Financial Approvals:

• Work with external banks to ensure that the approved project financials are processed and updated.
• Follow up with banks to facilitate the disbursement of project funds and maintain proper records of financial transactions related to the project.

Document Verification:

• Act as the checker for all documents related to payments, client agreements, and project finances, ensuring accuracy and compliance with company standards.

Ensure that all client-facing documents are accurately completed and signed before finalizing any payment transactions or possession handovers.