Job Description
Organisation is committed to building Satvik communities across Bangalore with a focus on quality, transparency, and customer satisfaction. Our portfolio includes 152 completed apartments under handover, 418 apartments under construction, and an upcoming 145-villa township spread across 21 acres in South Bangalore.
We are looking for an experienced Head – CRM to lead our customer relationship function and ensure a seamless customer journey from booking to handover and post-possession support.
Key Responsibilities
- Lead the complete post-sales CRM function across multiple residential projects.
- Manage customer lifecycle from booking, documentation, collections, registration, possession, handover, and post-handover support.
- Develop and implement CRM strategies to enhance customer satisfaction and improve retention.
- Build, mentor, and lead a high-performing CRM team.
- Implement, optimize, and manage CRM software platforms and reporting dashboards.
- Monitor customer feedback, resolve escalations, and ensure timely complaint resolution.
- Drive customer engagement initiatives, referral programs, and satisfaction surveys.
- Coordinate closely with Sales, Legal, Finance, Projects, and Accounts teams to ensure smooth customer transactions.
- Ensure compliance with RERA regulations and all statutory documentation requirements.
- Prepare CRM reports, MIS, customer analytics, and management dashboards for leadership review.
- Establish and improve CRM processes, SOPs, and service standards.
Required Qualifications
- Bachelor's degree in Business Administration, Management, Marketing, or a related discipline. MBA is preferred.
- 8–12+ years of overall CRM experience.
- Minimum 5 years of leadership experience in Real Estate CRM.
- Experience managing CRM operations for 300+ residential units (apartments; villa project experience is an added advantage).
- Strong understanding of post-sales processes including booking documentation, collections, registration, possession, handover, and customer service.
- Thorough knowledge of RERA compliance and real estate documentation.
- Hands-on experience with real estate CRM software such as Salesforce, Farvision, or similar platforms.
- Strong leadership, stakeholder management, communication, and problem-solving skills.
Key Skills
- Real Estate CRM
- Post-Sales Operations
- Customer Lifecycle Management
- Handover & Possession Management
- Registration & Documentation
- RERA Compliance
- Customer Complaint Resolution
- CRM Software (Salesforce, Farvision, etc.)
- Collections Coordination
- MIS & Dashboard Reporting
- Team Leadership
- Process Improvement
- Customer Satisfaction & Referral Programs
- Cross-functional Coordination
- Stakeholder Management
Pay: ₹32,831.00 - ₹106,486.91 per month
Work Location: In person
