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Executive CRM

Larsen & Toubro

Indian multinational conglomerate in engineering, construction, manufacturing, IT services, defence and infrastructure.

Manage post‑sales customer lifecycle, documentation, collections & retention.

9d ago

Experienced (8-12 years), Junior (1-3 years), Expert & Leadership (13+ years)

Full Time

Mumbai, Maharashtra, India

Office Full-Time

Company Size

54,596 Employees

Service Specialisms

Construction services

Project Management

Engineering

Design

Technical Services

Turnkey

General Contractor

Architecture

Sector Specialisms

Buildings & Factories

Transport Infrastructure

Heavy Civil Infrastructure

Smart World & Communication

Water & Renewable Energy

Power Transmission & Distribution

Hydrocarbon (offshore and onshore projects)

Coal-based Power Plants

Role

What you would be doing

sfdc updates

sap updates

sales documentation

site visits

customer queries

customer delight

Monitor and maximize customer lifetime value strategies.
Managing web site and walk in enquiries.
Enhance Customer Experience
To give product presentations and arrange site visits for clients and also accompany them to ensure better understanding of the product.
Drive post sales activity
Managing site visits and walk -ins during property exhibition.
Management of receivables, Coordination with accounts for tracking weekly and monthly collections.
Up-dation of data in SFDC/ SAP (Sales Module).
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
Updation of data in ERP/ SAP (Sales Module).
To ensure prompt dispatch of receipts for customer payments/ documents received
Co-ordination with the execution team, facility team for units to be ready for handing over possession.
To ensure complete and comprehensive documentation of all customer related records and ensure the database is centrally managed
To lead and implement ‘customer delight’ initiatives – e.g. welcome kits for new customers
Follow up of all walk-in prospects and exhibition prospects and converting them to clients.
Managing Customer Lifecycle
Completing formalities related to agreement and payment disbursement, Verifying agreements for registration.
Improving business relationship with Customers & Customer retention
To coordinate with Legal/ Finance/ Engineering teams on customer documentation related issues
Tie up with HFIs concerning the new schemes, rate of interest, and follow up for client’s loan disbursement.
To ensure data entry and detailed filing of all documents received
Managing customer queries, negotiation with buyers, maintaining customer data and follow up with customers.
Inspecting of flats before handing over possession.
To contribute to the overall standardization of data, formats and MIS
Monitoring the invoices as per the site progress.
Address and manage escalated customer queries
To monitor sales collections and ensure regular follow-up & sending demand notices for the same – to red flag issues
Formulating budgets, MIS reports, bookings and cancellations.
To analyze feedback from customers and the trends to sales queries and provide feedback to the Sales and Marketing teams
To conceptualize & identify opportunities to create and implement customer delight
Follow-up on submittals
To ensure prompt responsiveness on sales enquires (viz. customer calls, emails, walk-ins and other correspondence) so as to maximize sales conversions

What you bring

customer acquisition

retention

re-engagement