Job Summary
The CRM Technical Head will be responsible for managing post-sales customer relationship operations, technical coordination, handover processes, customer escalations, maintenance coordination, and interdepartmental execution for residential real estate projects. The role requires strong technical understanding, customer management skills, team handling capability, and coordination with construction, legal, finance, and facility management teams.
Key Responsibilities
1. Customer Relationship Management
* Lead the end-to-end post-sales CRM operations for residential projects.
* Manage customer communication during construction, possession, registration, and handover stages.
* Handle customer escalations and ensure timely resolution.
* Ensure high customer satisfaction and smooth customer experience.
2. Technical Coordination
* Coordinate with construction, projects, QA/QC, MEP, and facility management teams for technical issue closures.
* Review and track snag lists, customer complaints, and technical rectifications.
* Monitor flat readiness and handover status.
* Ensure compliance with approved specifications and commitments.
3. Handover & Possession
* Manage possession planning and execution for apartments/villas.
* Coordinate registration, documentation, and final handover activities.
* Ensure timely closure of customer observations before possession.
4. Team Management
* Lead and manage CRM executives and technical support teams.
* Define SOPs and escalation matrices.
* Monitor team performance and response timelines.
5. Maintenance & Facility Coordination
* Coordinate transition from builder maintenance to facility management teams.
* Support association formation and common area handovers.
* Address maintenance-related escalations during DLP/warranty periods.
6. MIS & Reporting
* Prepare CRM dashboards, escalation reports, possession trackers, and management updates.
* Monitor KPIs related to customer satisfaction, closure timelines, and possession status.
Required Skills
* Strong communication and escalation handling
* Technical understanding of residential construction
* Team management and leadership
* Coordination and stakeholder management
* Knowledge of handover and possession processes
* CRM software/MIS reporting
* Problem-solving and conflict resolution
Preferred Experience
* 6–12 years experience in CRM/post-sales operations in real estate
* Experience handling large residential projects
* Exposure to technical CRM or possession management preferred
Pay: Up to ₹1,000,000.00 per year
Benefits:
- Cell phone reimbursement
- Paid sick time
- Paid time off
Work Location: In person
