Manages relationships with global NRI customers, maintaining engagement, satisfaction, loyalty, referrals, and repeat investment opportunities. Communicates project updates and new launches, organizes customer engagement sessions, gathers feedback, coordinates issue resolution, and collaborates with sales, marketing, CRM, and project teams. Maintains engagement databases, tracks satisfaction and referral metrics, and prepares reports recommending improvements to customer experience and retention.
Responsibilities
Customer Relationship Management
Qualifications- Develop and maintain strong relationships with existing NRI customers across global markets.
- Act as the primary point of contact for customer engagement and relationship-building initiatives.
- Ensure high levels of customer satisfaction through timely responses and proactive communication.
- Regularly engage with customers through calls, emails, webinars, newsletters, and personalized interactions.
- Provide periodic updates on project construction progress, milestones, possession timelines, and key developments.
- Ensure customers remain informed and connected throughout their investment journey.
- Strengthen relationships within the NRI community and build a robust customer advocacy network.
- Drive customer referral programs and encourage repeat investments.
- Identify opportunities to enhance customer loyalty and long-term engagement.
- Proactively communicate upcoming project launches, investment opportunities, and special offerings to existing customers.
- Organize virtual and physical engagement sessions to showcase new developments.
- Support the sales team by generating referrals and qualified business opportunities from existing customers.
- Gather customer insights and feedback to improve products, services, and communication strategies.
- Monitor customer concerns and coordinate with internal stakeholders for effective resolution.
- Track customer satisfaction and engagement metrics.
- Collaborate with Sales, CRM, Customer Service, Project Management, Marketing, and Digital teams to ensure seamless customer communication.
- Coordinate the dissemination of project updates and customer engagement campaigns.
- Support the implementation of customer-centric initiatives across the NRI portfolio.
- Maintain customer engagement databases and relationship trackers.
- Prepare periodic MIS reports on customer interactions, referrals, satisfaction levels, and engagement outcomes.
- Analyze customer behavior and engagement trends to recommend improvement initiatives.
Educational Qualification
- MBA / PGDM in Marketing, Sales, Customer Relationship Management, Business Administration, or related discipline.
- Bachelor's degree in Business Administration, Commerce, Marketing, Hospitality, or a related field.
- 5–10 years of experience in Customer Relationship Management, Customer Success, Client Servicing, Sales Support, or Relationship Management.
- Experience in the Real Estate sector is highly preferred.
- Exposure to handling NRI customers, HNI/UHNI clients, or international customer segments would be advantageous.
- Proven track record in customer engagement, retention, relationship development, and referral generation.
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