Head Crm

Key Responsibilities

• Collections & Receivables Management
  
• Own end-to-end collections for ongoing and upcoming projects.
• Ensure timely realization of dues as per construction-linked, time-linked, and down-payment plans.
• Monitor aging receivables, prepare MIS, and drive strategies to reduce overdue payments.
• Coordinate with Sales, Finance, and Legal for payment follow-ups, restructuring, and default cases.
• Customer Relationship & Post-Sales Servicing
  
• Manage customer interactions from booking to possession and handover.
• Address queries on payment schedules, demand letters, possession timelines, and documentation.
• Handle escalations, settlement cases, penalties, refunds, and bounced cheque scenarios professionally.
• Process, Systems & Reporting
  
• Oversee CRM/ERP usage for accurate data entry, tracking, and reporting.
• Generate and review daily/weekly/monthly collection MIS, pipeline reports, and project-wise status.
• Improve collection processes, automation, and communication workflows while ensuring compliance.
• Team Leadership
  
• Lead and mentor the CRM collections team; set monthly/quarterly collection targets.
• Train team members on negotiation, customer handling, and system usage.
• Conduct performance reviews and ensure adherence to SOPs and service standards.
• Cross-Functional Coordination
  
• Work closely with Sales for handover of booked units and pipeline clarity.
• Coordinate with Finance for ledger reconciliation and with Legal for notice/cancellation matters.
• Support possession/handover teams to clear outstanding dues before key handovers.