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CRM Head - Mandate, ICP (10+ yrs Exp - Mumbai)

Headstrong HR Consulting Services -
Lower Parel, Mumbai, Maharashtra

Quick apply

Job details

Full-time
₹40,00,000 a year
1 day ago

Qualifications

After-sales service
Leadership
Communication skills
Negotiation

Full job description

Head – Post Sales | Collections & CRM

Location: Mumbai
Experience: 10–18 Years
Industry: Real Estate / Real Estate Services
Function: Post Sales | Collections | CRM | Customer Lifecycle
Reporting To: Senior Management

About the Role

We are looking for a senior leader to head the Post-Sales, Collections, CRM and Customer Lifecycle function for a high-growth real estate business.

The ideal candidate will have significant experience managing post-sales operations from the real estate retail services (CP) / mandate / sole-selling ecosystem, where they have been responsible for driving collections, resolving customer and developer issues, managing escalations and, most importantly, influencing external developer stakeholders without having direct authority over them.

The role will be responsible for building a strong post-sales engine that ensures a seamless customer journey from booking through agreement, collections, registration, possession and beyond, while maintaining strong relationships with developer partners.

Key Responsibilities

1. Post-Sales & Customer Lifecycle Management

Own the complete post-sales customer journey from booking to possession and closure.
Build and institutionalize processes across CRM, documentation, collections, agreements, registration, possession and customer escalations.
Ensure timely and proactive communication with customers at every stage of the lifecycle.
Drive improvements in customer experience, turnaround time and issue resolution.
Establish clear SLAs, escalation mechanisms, dashboards and review processes.

2. Collections & Revenue Realisation

Take end-to-end ownership of collections and outstanding receivables from developers.
Drive collection efficiency in partnership with sales, developers, banks and customers.
Build systematic processes for tracking payment milestones, overdue accounts and collection risks.
Develop escalation mechanisms for delayed payments and high-value accounts.
Monitor collection performance through MIS, ageing reports, recovery ratios and other relevant KPIs.
Work closely with developer teams to ensure timely resolution of payment, demand-note and documentation-related issues.

3. Developer / External Stakeholder Management

This is a critical part of the role.

Build and maintain strong working relationships with senior stakeholders across developer organizations.
Influence developer teams to resolve customer issues, documentation delays, payment discrepancies, registration matters and other post-sales challenges.
Drive outcomes even where the candidate does not have direct reporting authority over the developer's teams.
Act as a senior escalation point between customers, internal teams and developer leadership.
Establish governance mechanisms and regular reviews with developer partners.
Protect the customer experience while maintaining strong commercial relationships with developers.

4. Team Leadership

Lead and develop a large post-sales / CRM / collections team.
Define organization structure, roles, KRAs and performance metrics.
Build a culture of ownership, accountability and proactive customer management.
Coach managers and team leaders to handle complex customer and developer escalations.
Identify capability gaps and build training and development programs.

5. Process, MIS & Governance

Create a robust operating rhythm for post-sales and collections.
Build dashboards covering:
- Customer lifecycle
- Collections
- Outstanding / ageing
- Agreement and registration status
- Escalations
- Customer complaints
- Resolution TAT
- Developer-wise performance
Use data to identify bottlenecks and improve operational efficiency.
Establish SOPs and governance frameworks that can scale with business growth.

6. Cross-Functional Leadership

Work closely with Sales, Business Development, Finance, Legal, Operations and Developer Relationship teams.
Ensure seamless handover from sales to post-sales.
Identify recurring issues originating at the sales stage and implement corrective measures.
Partner with senior management on customer experience, revenue realization and operational strategy.

Ideal Candidate Profile

Experience

12–18 years of overall experience, preferably within real estate or real estate services.
Strong experience in Post-Sales / Collections / CRM / Customer Lifecycle Management.
Proven experience leading large teams and managing complex customer and stakeholder ecosystems.

Priority – CP firm / Mandate / Sole-Selling

Candidates who have worked with real estate developers from the CP/ mandate / sole-selling side, particularly those who have managed developer relationships alongside post-sales, collections and customer lifecycle responsibilities.

Critical Competencies

The successful candidate should demonstrate:

Strong developer stakeholder management
Proven collections ownership
Strong understanding of the real estate customer lifecycle
Ability to influence stakeholders without direct authority
Strong negotiation and escalation-management skills
Experience managing large teams
Commercial orientation
Data-driven operating approach
Strong process orientation
Ability to operate in a high-growth, fast-paced environment
Excellent communication and relationship-management skills

What We Are Looking For

The ideal candidate is someone who can answer yes to the following:

Have you managed post-sales for a large real estate companies including CP or mandate firm like Property Pistol, Proptiger, Anarock, etc.
Have you owned collections / receivables and not merely CRM?
Have you managed relationships with multiple developers?
Have you successfully influenced developer teams despite not having direct authority over them?
Have you handled senior-level customer and developer escalations?
Have you led a sizeable team?
Have you built processes, dashboards and governance rather than simply managed day-to-day operations?
Have you worked in a mandate, sole-selling or real estate services environment?

If the answer is yes, this could be an excellent opportunity to build and lead a high-impact post-sales function.

Key Success Metrics

The role will ultimately be measured on:

Collection efficiency and realization
Reduction in outstanding / overdue receivables
Customer satisfaction and escalation reduction
Resolution TAT
Post-sales process efficiency
Agreement / registration / possession turnaround
Developer relationship effectiveness
Team productivity and performance
Quality and accuracy of MIS / governance
Overall customer lifecycle experience

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