Executive CRM Job in Mumbai at Larsen & Toubro

Larsen & Toubro is hiring for the role of Executive- CRM!

Responsibilities of the Candidate:

• 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). 
• Up-dation of data in SFDC/ 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.
• 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
• 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

Requirements

• Strong background in customer acquisition, re-engagement and retention strategies.
• A Confident and articulate communicator capable of inspiring strong collaboration in the organisation
• Minimum Qualification: Master of Business Administration (MBA)