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Lead - Site Sales

Adani Realty
Greater Noida, IND
Full-time
Senior · 10–15 years experience
Onsite
Discovered 1 weeks ago

Full Job Posting

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 escalate 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.

Qualifications

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

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