Job Summary
The Head – CRM will be responsible for managing the entire customer lifecycle from booking to possession and post-possession services. The role focuses on delivering exceptional customer experience, ensuring timely collections, handling customer queries and escalations, and coordinating with internal departments to maintain high customer satisfaction levels.
Key Responsibilities :
Customer Relationship Management
- Oversee customer interactions from booking to possession and beyond.
- Develop and implement customer engagement and retention strategies.
- Ensure a seamless and positive customer experience throughout the project lifecycle.
- Build strong relationships with customers and stakeholders.
Collections & Payment Management
- Monitor customer payment schedules and ensure timely collections.
- Coordinate with customers regarding payment dues and reminders.
- Work closely with the Finance team to track collections and outstanding balances.
- Drive collection targets and minimize overdue accounts.
Customer Service & Escalation Handling
- Manage customer queries, complaints, and service requests efficiently.
- Resolve escalated customer issues within defined timelines.
- Ensure adherence to service standards and customer satisfaction benchmarks.
- Conduct customer feedback and satisfaction surveys.
Possession & Handover Management
- Plan and manage possession and handover processes.
- Coordinate with Project, Legal, Finance, and Sales teams to ensure smooth possession.
- Ensure all documentation and compliance requirements are completed before handover.
Team Leadership
- Lead, mentor, and develop the CRM team.
- Define KPIs and monitor team performance.
- Conduct training programs to improve customer service standards.
- Ensure proper allocation and monitoring of CRM activities.
Process Improvement & Reporting
- Establish and improve CRM processes, SOPs, and service standards.
- Maintain customer databases and records.
- Generate MIS reports on collections, customer complaints, possession status, and customer satisfaction.
- Present regular updates and performance reports to senior management.
Cross-Functional Coordination
- Coordinate with Sales, Finance, Legal, Projects, and Facility Management teams.
- Ensure timely resolution of customer concerns through effective interdepartmental coordination.
- Support management in implementing customer-centric initiatives.
Skills Required
- Strong customer relationship and stakeholder management skills.
- Excellent communication and negotiation abilities.
- Team leadership and people management skills.
- Knowledge of real estate customer lifecycle management.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in CRM software, MS Excel, and MIS reporting.
Qualifications
- Graduate in any discipline.
- MBA or Postgraduate qualification preferred.
Preferred Experience
- Experience in residential, commercial, or luxury real estate projects.
- Proven track record in collections, possession management, and customer satisfaction.
- Experience handling large customer portfolios and CRM teams.
Key Performance Indicators (KPIs)
- Collection Efficiency
- Customer Satisfaction Score (CSAT)
- Complaint Resolution Time
- Possession & Handover Timelines
- Customer Retention & Referral Rates
- Team Performance & Productivity
Key Competencies
- Customer Centricity
- Leadership & Team Management
- Process Excellence
- Communication & Negotiation
- Conflict Resolution
- Strategic Planning
- Relationship Management
Pay: ₹200,000.00 - ₹500,000.00 per month
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Provident Fund
Work Location: In person
