Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Customer Relationship Manager Real Estate
1. Relationship Building and Management
KRA: Establish and maintain strong relationships with clients, real estate agents, and other stakeholders to enhance business opportunities.
Short Description: Cultivate and manage relationships for business growth.
- Client Retention Rate
- Number of Referral Clients Acquired
- Feedback Ratings from Clients
- Frequency of Communication with Clients
2. Customer Satisfaction and Retention
KRA: Ensure high levels of customer satisfaction and retention through personalized services and timely issue resolution.
Short Description: Enhance customer loyalty and retention.
- Customer Satisfaction Scores
- Customer Retention Rate
- Resolution Time for Customer Issues
- Number of Repeat Business Deals
3. Market Research and Analysis
KRA: Conduct market research and analysis to identify market trends, competitor strategies, and potential business opportunities.
Short Description: Stay informed and capitalize on market insights.
- Competitor Analysis Reports
- Market Trends Identification
- New Business Opportunities Identified
- Market Share Growth
4. Sales and Revenue Generation
KRA: Drive sales and revenue growth through effective client engagement, upselling strategies, and negotiation skills.
Short Description: Achieve sales targets and revenue milestones.
- Sales Conversion Rate
- Total Revenue Generated
- Upselling Success Rate
- Deal Closure Time
5. Customer Communication and Engagement
KRA: Develop and implement communication strategies to engage customers through various channels and platforms.
Short Description: Foster effective communication and engagement with customers.
- Response Time to Customer Inquiries
- Engagement Metrics on Social Media Platforms
- Email Open Rates
- Customer Feedback Utilization Rate
6. Team Collaboration and Leadership
KRA: Foster a collaborative team environment and provide leadership to achieve team goals and enhance performance.
Short Description: Lead and motivate team members towards success.
- Team Performance Metrics
- Employee Satisfaction Scores
- Number of Training Sessions Conducted
- Team Goal Achievement Rate
7. Process Improvement and Efficiency
KRA: Identify areas for process improvement, streamline workflows, and enhance operational efficiency.
Short Description: Drive operational excellence through process enhancements.
- Process Efficiency Metrics
- Time Saved through Workflow Optimization
- Cost Reduction Initiatives Implemented
- Quality Improvement Initiatives Success Rate
8. Reporting and Analytics
KRA: Generate and analyze reports on key performance metrics, trends, and insights to make data-driven decisions.
Short Description: Utilize data for informed decision-making and strategy formulation.
- Accuracy of Reports Produced
- Data Utilization Rate
- Insights Derived from Analytics
- Decision-making based on Data Analysis
9. Compliance and Risk Management
KRA: Ensure compliance with industry regulations, company policies, and risk management protocols to mitigate potential risks.
Short Description: Uphold legal and operational compliance standards.
- Adherence to Compliance Guidelines
- Risk Mitigation Strategies Implemented
- Regulatory Audit Results
- Incident Response Time and Effectiveness
10. Innovation and Adaptability
KRA: Foster a culture of innovation, adapt to market changes, and explore new technologies to drive continuous improvement.
Short Description: Embrace change and drive innovation for sustained growth.
- Number of Innovation Initiatives Implemented
- Technology Adoption Rate
- Adaptability to Market Changes
- New Ideas Implementation Success Rate
