Lead - Site Sales

Lead - Site Sales

Greater Noida, Uttar Pradesh, India

RESPONSIBILITIES

Customer Relationship Management

Lead end-to-end customer relationship management from booking through possession and post-possession support.

Develop and implement customer engagement and retention strategies.

Ensure a seamless and positive customer experience at all stages of the project lifecycle.

Manage customer interactions and maintain long-term relationships with key customers.

Act as the escalation point for critical customer concerns and grievances.

Customer Experience & Service Excellence

Drive customer satisfaction initiatives and monitor service quality standards.

Ensure timely resolution of customer queries, complaints, and requests.

Conduct customer feedback surveys and implement improvement actions.

Organize customer engagement programs, events, and communication campaigns.

Enhance customer loyalty through proactive relationship management.

Collections & Revenue Support

Monitor customer payment schedules and coordinate with Finance for collection follow-ups.

Support timely recovery of outstanding dues and receivables.

Ensure customers receive regular updates on payment milestones and obligations.

Track collection performance and escalate critical cases when required.

Stakeholder Management

Coordinate with Sales, Projects, Finance, Legal, Marketing, and Facilities teams to address customer requirements.

Facilitate smooth communication between customers and internal stakeholders.

Support project handovers, possession activities, and documentation processes.

Build strong working relationships across departments to improve service delivery.

Process Governance & Compliance

Ensure adherence to CRM policies, SOPs, and customer service standards.

Monitor compliance with RERA guidelines and regulatory requirements.

Drive process improvement initiatives to enhance operational efficiency.

Review service metrics and implement corrective actions for continuous improvement.

Team Leadership

Lead, mentor, and develop CRM team members.

Set performance goals and monitor team productivity.

Conduct regular reviews, coaching sessions, and capability development initiatives.

Foster a customer-centric and performance-driven culture within the team.

MIS & Reporting

Review customer satisfaction reports, escalation trackers, and collections dashboards.

Monitor CRM KPIs such as CSAT, NPS, complaint resolution TAT, and collection efficiency.

Present periodic reports and insights to senior management.

Utilize customer feedback and analytics to drive business decisions.

QUALIFICATIONS

Educational Qualification

Bachelor's Degree in Business Administration, Commerce, Marketing, Engineering, or related discipline.

MBA/PGDM in Marketing, Customer Relationship Management, Operations, or related field preferred.

Experience

10-15 years of experience in Customer Relationship Management, Customer Service, Collections, Relationship Management, or Client Engagement.

Minimum 4-5 years of experience in leading CRM teams.

Experience in Real Estate, Hospitality, Banking, Infrastructure, Retail, or customer-focused industries preferred.

Proven experience in handling customer escalations, collections management, and customer lifecycle processes.

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JOB INFO

Job Identification

60003

Posting Date

10/13/2026, 02:30 PM

Locations

Jaypee Greens Township, Near Pari Chowk, Greater Noida, Uttar Pradesh, 201310, IN

Apply Before

11/30/2026, 02:30 PM

Job Schedule

Full time

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