Customer Relationship Management Manager

Job Title: AGM (Assistant General Manager) Department: Customer Success (CRM) Location: Hyderabad, Telangana, India Experience: 12+ years of experience in Real Estate/Customer Success/Service Industry/Customer Experience Job Overview: As the "Customer Success - AGM", you will oversee the entire customer journey from plot purchase and registration to final documentation and satisfaction. You will ensure smooth operations, high customer satisfaction, and process compliance in alignment with the company's vision and goals. Key Responsibilities: Customer Handling:

• Oversee and manage the registration process for new plot purchases, ensuring accuracy and compliance with legal requirements.
• Coordinate with legal and sales teams to finalize agreements and documents.
• Assist customers in understanding the registration process, required documents, and timelines.
• Promote and manage Customer Property Management Services as per the defined SLA’s & TAT.

Customer Experience Management:

• Act as the primary point of contact for customers during the pre & post-purchase process.
• Address and resolve customer queries, concerns, or issues promptly.
• Build and maintain strong relationships with customers to ensure long-term trust and satisfaction.

Process Management:

• Streamline and optimize pre & post-sales processes, including documentation, legal clearances, and handovers.
• Create and monitor the status of customer cases and ensure timely completion of deliverables as per the TAT.
• Collaborate with internal teams (Sales, CRM, Legal, and Marketing) to ensure a seamless customer experience.

Documentation and Compliance:

• Ensure all customer link documentation is accurate, complete, and stored securely.
• Handle due diligence checks and approvals during the end-to-end process.

Team Leadership and Coordination:

• Lead, mentor, and manage the Customer Success team, ensuring high performance and adherence to company standards.
• Set clear KPIs for the team, including customer satisfaction scores, retention rates, and referral conversions.
• Provide training and mentorship to ensure a high-performing team.

Customer Retention and Feedback:

• Develop and implement customer retention strategies to encourage repeat investments.
• Gather and analyse customer feedback to improve processes and service quality.

Required Skills & Qualifications:

• Educational Qualification: Graduation and Above
• Experience: 12+ years of experience in real estate
• Proven track record in managing customer relationship management, preferably in the real estate, service sector and customer journeys in open plots or similar real estate verticals.
• Exceptional communication and interpersonal skills.
• Problem-solving mindset with attention to detail.
• Proficiency in CRM tools and MS Office.

About the Company : Our Client is an award-winning firm specializing in plotted land development, recognized as one of the fastest-growing real estate companies. With over a decade of successful operations. The company boasts a customer base exceeding 125000 and has completed 240 plotted land development projects across Telangana and Andhra Pradesh.