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Job Title: Head of Client Relationship Management (CRM-Head) Industry Focus: Commercial Real Estate (Luxury & Institutional Clients) Background Requirement: Strong pedigree in Luxury Hospitality (5-star hotels/resorts, elite concierge, or VVIP guest services, Client Service Industry Background. Location: Hyderabad Reporting To: Managing Director. Team Size: 15 Direct Reports (Client Experience Executives, Key Account Managers, CRM Analysts) Role Overview Dwaraka seeking an elite-caliber professional to lead our Client Relationship Management vertical, someone who can elevate our client servicing protocols to match the standards of top-tier luxury hospitality. The role of Head – CRM will be central to defining how high-net-worth individuals (HNIs), corporates, institutional tenants, and international investors experience our brand, properties, and service philosophy. You will be responsible for architecting an experience layer around the commercial real estate journey that reflects emotional intelligence, operational precision, discretion, and unwavering professionalism. This position is tailor-made for a hospitality veteran with an obsession for client delight, a strong hand in people leadership, and a command of systems, data, and nuance in handling VVIP clientele. II. Core Mission To translate the world-class service ethos of premium hospitality into a seamless, concierge-level relationship journey across commercial real estate touchpoints — from inquiry to handover and lifecycle engagement. III. Key Responsibilities 1. Client Journey Design & Execution Map out end-to-end client journeys based on client personas (e.g., corporate tenants, institutional investors, CXOs, foreign investors). Define emotional, logistical, and informational touchpoints for each phase: inquiry, property walkthrough, documentation, onboarding, possession, and ongoing management. Integrate premium hospitality rituals: welcome packages, dedicated relationship managers, milestone celebrations, surprise & delight moments. Leadership & Team Structuring Build, groom, and lead a 15-member high-touch CRM team — composed of client handlers, VVIP liaisons, and operations support. Create SOPs for tone, timing, frequency, and medium of communication. Conduct regular behavioral training and upskilling for empathy, crisis management, luxury communication, and cultural sensitivity. 3. Client Relationship & Account Management Act as the escalation point and strategic advisor for the company’s top 100 clients. Maintain a proactive relationship cadence with each key account stakeholder. Coordinate personalized walkthroughs, lease renewals, portfolio discussions, and resolution of queries with minimal handoffs. 4. Integration with Real Estate Operations Work closely with legal, leasing, technical, and facility teams to remove bottlenecks in the client journey. Be responsible for “client readiness” before any site visit, handover, or documentation milestone. Translate operational terms into client-friendly language while maintaining compliance and clarity. 5. Technology, CRM & Analytics Drive the implementation and customization of CRM software (e.g., Salesforce, HubSpot, Zoho) to mirror hospitality-style client profiling. Monitor usage dashboards, response timelines, SLAs, and satisfaction ratings. Identify repeat complaints, churn patterns, and engagement drops; initiate corrective actions. 6. Strategic Engagement & Brand Alignment Collaborate with the brand and marketing team to design client gifts, loyalty programs, and private events. Ensure the client experience aligns with the brand’s language, prestige, and trust quotient. Manage feedback loops that convert client insights into product design and service evolution. 7. Crisis & Reputation Management Personally handle any VVIP dissatisfaction, PR-sensitive issues, or high-ticket disputes. Maintain a documented escalation matrix with fast-track conflict resolution mechanisms. Be on standby for red-carpet client walkthroughs, especially during brand-defining moments (launches, global events, etc.). IV. Ideal Candidate Profile Education & Certification Bachelor’s degree in Hospitality Management, Business Administration, or Real Estate. MBA or Executive Programs in Client Strategy or Luxury Services preferred. Experience 10–15 years in 5-star hospitality groups, premium real estate, or concierge-driven luxury industries. At least 3 years in a leadership role overseeing high-value client accounts or guest portfolios. Hands-on exposure to CRM platforms and data-driven service personalization. Core Skills Luxury client communication (spoken, written, situational) Cross-functional team orchestration Executive presence & emotional intelligence Policy drafting & SOP implementation Data analytics and CRM dashboarding Behavioral Attributes Poised under pressure Ultra-detail oriented Warm, clear, confident communicator Discreet and professional in VIP environments Culture-agnostic service adaptability V. Why Join Us? Be part of a transformative journey where hospitality meets high-value real estate. Directly influence how elite decision-makers perceive and experience our brand. Enjoy the autonomy to craft a one-of-a-kind CRM function with best-in-class systems and teams. To Apply: Submit your CV Kumar HR -Head hr@theheadquarters.space +91-9063372741 Job Type: Full-time Pay: From ₹60,000.00 per month Benefits: Cell phone reimbursement Health insurance Provident Fund Schedule: Day shift Supplemental Pay: Yearly bonus Ability to commute/relocate: Madhapur, Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Required) Education: Bachelor's (Preferred) Language: English (Required) Hindi (Required) Shift availability: Day Shift (Required) Willingness to travel: 25% (Preferred) Work Location: In person
