Job Description – CRM Head
Industry: Real Estate / Construction
Job Summary:
We are seeking an experienced and customer-focused CRM Head to lead the Customer Relationship Management department. The candidate will be responsible for handling customer concerns, managing a CRM team, coordinating with internal and external stakeholders, and ensuring smooth communication between customers and the organization. The role also requires dealing with government officials regarding customer-related matters and maintaining high standards of customer satisfaction.
Key Responsibilities:
- Handle and resolve customer queries, complaints, and escalations efficiently.
- Manage direct and indirect interactions with customers professionally.
- Lead and supervise team of CRM executives/members.
- Coordinate with internal departments for smooth customer support operations.
- Coordinate with external agencies and authorities whenever required.
- Draft professional emails, letters, and official communication related to customer matters.
- Attend and manage customer phone calls and meetings.
- Maintain proper records of customer interactions and follow-ups.
- Meet and coordinate with government officials regarding customer-related issues and approvals.
- Ensure timely resolution of customer concerns and maintain customer satisfaction.
- Prepare reports related to CRM activities and pending cases.
- Support management in maintaining positive customer relations and company reputation.
Required Skills & Qualifications:
- Strong communication and interpersonal skills.
- Good drafting and email writing skills.
- Leadership and team handling ability.
- Ability to manage difficult customer situations professionally.
- Knowledge of CRM processes and customer handling.
- Proficiency in MS Excel, Word, and email communication.
- Strong coordination and follow-up skills.
- Experience in the Real Estate or Construction industry preferred.
Experience:
- Minimum 6–8 years of relevant CRM experience.
- Prior experience in handling teams and customer escalations preferred.
Education:
- Graduate in any discipline.
- MBA or relevant professional qualification will be an added advantage.
Pay: ₹50,000.00 - ₹70,000.00 per month
Work Location: In person
