Sr. Customer Relationship Management ( CRM) Executive

Reporting into the CRM Director or as advised by the management, this position plays a crucial role in maintaining and enhancing the relationships between the organization and its clients. The primary responsibility of the Sr. CRM Executive is to manage and optimize the company's customer database, ensure effective communication with clients, and provide exceptional customer service to enhance overall client satisfaction. This role is also responsible for overseeing the process of creating, reviewing, and managing sales purchase agreements in the company. This role involves working closely with clients, legal teams, and other stakeholders to ensure that all agreements are accurate, compliant, and aligned with the company's policies and regulations.

Database Management:

• Maintain accurate and up-to-date client information in the CRM system. 
• Regularly update client records with interactions, transactions, and other relevant data. 
• Segment and categorize clients based on various criteria for targeted marketing efforts.

Client Communication:

• Respond to client inquiries, concerns, and feedback via phone, email, and other communication channels.
• Keep clients informed about property updates, promotions, and relevant company news.
• Provide timely follow-ups to ensure client needs are addressed promptly.

Lead Management:

• Manage leads generated from various sources and distribute them to the appropriate sales agents. 
• Track lead progress and update status in the CRM system. 
• Collaborate with the sales team to ensure proper lead nurturing and conversion.

Customer Service:

• Maintain a positive and empathetic attitude towards clients. 
• Handle and resolve client complaints, striving to achieve high levels of client satisfaction. 
• Act as a point of contact for clients, providing information and assistance as needed.

Data Analysis and Reporting:

• Generate reports on client interactions, lead conversion rates, and other relevant metrics. 
• Analyze data to identify trends, opportunities, and areas for improvement. 
• Provide insights to management for strategic decision-making.

Collaboration:

• Collaborate with marketing teams to ensure consistent messaging and branding across all client communications. 
• Work closely with the sales team to align CRM strategies with sales goals.

Process Improvement:

• Identify opportunities to streamline and optimize CRM processes. 
• Suggest improvements to enhance the overall client experience.

Sales Purchase Agreement Preparation:

• Draft, review, and finalize sales purchase agreements for real estate transactions.
• Ensure that all terms, conditions, and legal requirements are accurately documented in the agreements.
• Customize agreements based on the specifics of each transaction and client's needs. 

Legal Compliance:

• Collaborate with legal experts to ensure that all agreements adhere to relevant laws, regulations, and industry standards.
• Stay updated on changes in real estate and contract law that may impact sales purchase agreements.

Client Interaction:

• Communicate with clients to explain terms and conditions of the sales purchase agreements.
• Address client questions, concerns, and requests related to the agreements. 

Negotiations:

• Assist in negotiations between buyers and sellers to reach mutually agreeable terms for the sales purchase agreements.
• Ensure that negotiations align with the company's policies and legal requirements. 

Documentation Management:

• Maintain organized records of all sales purchase agreements and related documents.
• Ensure that all required signatures and approvals are obtained in a timely manner. 

Collaboration:

• Collaborate with sales, finance, and legal teams to gather necessary information and ensure accuracy of agreements.
• Coordinate with external legal counsel, if necessary, to resolve complex legal matters. 

Quality Assurance:

• Conduct thorough reviews of agreements to identify and rectify errors, inconsistencies, or discrepancies.
• Ensure that all agreements are complete and accurate before finalization

• Customer satisfaction (CSAT) Score.
• Average Response Time.
• Data Quality and Completeness
• Customer Feedback and Issue Resolution.
• Compliance and Data Security.

Internal

• DarGlobal Employees

External

• Clients
• External Brokers and Individual Agents
• Real Estate agents

Minimum Qualifications and Knowledge:

• Bachelor's degree in any discipline

Minimum Experience (number of years):

• 4 to 6 years in a similar capacity or any client facing roles with a large business.

Core Competencies:

Execution & Delivery

Result oriented, ensures operational excellence in areas of responsibility and delivers best results. Takes active ownership of problems and provide timely and result focused solutions. Remains outcome-driven.

Accountability

Take ownership of responsibility and be responsible for the consequences of work output.

Team Work & Collaboration

Fosters a culture of trust, collaboration and support. Works collaboratively both within one’s own function and across functions to achieve DarGlobal goals.

Effective Communication

Communicates clearly and effectively (both verbal and written). Communicates timely and responsively. Seeks feedback and provides feedback. Encourages open discussion and dialogue.

Innovation

Drives self and encourage others to actively look beyond boundaries for new insights and opportunities for success.

Customer Service Orientation

Develop and maintain strong external and internal customer relationships by identifying and anticipating customer needs and responding to them by maintaining long term relationship.