Vice President CRM
Indiabulls Real Estate Ltd
Total years of experience :23 years, 11 Months
• Dual reporting to Director - Sales & Marketing and Joint MD.
• In a CRM leadership role, responsible for the customer experience strategy, collections and post sales operations (from app form till handover) for both mass & luxury residential projects across Western India.
• Led highly motivated teams, responsible for a differentiated customer base of 9, 100+.
• Resolve senior level escalations & engage with multiple stakeholders for routine business functions.
• Undertook key strategic initiatives to improve processes & the customer satisfaction ratings.
• Accountable for the overall CRM as well as Post Sales operations for multiple residential projects.
• Responsible for leasing of Commercial properties (handling negotiations right from LOI till commencement).
• Develop & maintain relationships with IPCs/local brokers & corporate clients to promote inventory.
• Handled all facets of the operations i.e. documentation, agreement registrations, collections, MIS, etc.
• Improved customer satisfaction by resolving their grievances & acted as an interface between multiple customer groups as well as promoters resolving project delays & other concerns.
• Implemented ‘Customer Lifecycle Management’ to deliver delightful experience across customer journey.
• Implemented Microsoft Dynamics CRM tool for 360◦ view of customers across functions.
• Implemented multi-channel IVR contact center - for lead management (provide qualified leads to sales) as well as customer management (customer service, feedback & engagement).
• Handled motivated team of RMs to serve as single point of contact (right from booking till move-in)
• Maintained service efficiency of resolutions over 96% within TATs and as per SLA.
• Deployed real time dashboards to assess sales metrics, employees’ performance, customer experience & satisfaction at each touch point and accordingly take preventive and/or corrective measures.
• Conceptualized, implemented and managed CRM, PRM, Employee R&R as well as Loyalty programs across varied sectors (BFSI, Air Lines, FMCG, Real Estate etc.) based on the client’s business objectives.
• Co-ordinated with cross-functional teams & ensure service deliveries within TATs & as per SLA.
• Exceeded revenue targets by generating over $1.8 million from the targeted accounts.
• Recruited a team of professional advisors, driving sales of insurance as well as pension products through them.
• During the tenure, my team consistently stood amongst the top 3 contributors (in terms of revenue & numbers) in the entire Thane district, recording highest average ticket size per policy
• Involved in business development and channel management to drive profitable business revenues from the dedicated accounts.
• Generated gross revenues of over $500, 000 through dedicated strategic channel partners
• Project management for multiple turn-key IT infrastructure projects from key clientele across various business sectors, government and defense establishments.
• Prepare RFPs, presentation to CIOs, formulate alliances to bid and execute turn-key projects.
• During the tenure, I was instrumental in generating revenues of approx. $2.5 Million.
Was a Project Lead & Instructional Designer, authoring computer based training's for Microsoft & Novell Inc.
Implemented and maintained IT networks for marquee groups i.e. Landmark, Al Futtaim, etc.
Was also responsible for business development.
Secured A- Grade
Secured first class
