CRM Head

Job Summary:

We need experience candidates 15 to 20 years in Real Estate (CRM )

Note:Please apply Local candidate and Immidiate Joinner/15 days

Key Responsibilities:

• Lead the CRM team to manage all customer touchpoints from booking to handover and beyond.
  
• Develop and implement customer engagement strategies to enhance satisfaction and retention.
  
• Handle escalations and ensure timely resolution of customer complaints.
  
• Monitor customer feedback and implement continuous improvement initiatives.
  
• Ensure transparent and timely communication with customers regarding project updates, payments, and handover timelines.
  
• Manage a team of CRM executives, assistant managers, and managers; guide them in daily operations and performance reviews.
  
• Design and enforce standard operating procedures (SOPs) for CRM activities.
  
• Coordinate closely with Sales, Projects, Legal, Finance, and Facility Management teams for smooth execution of CRM processes.
  
• Conduct regular training and performance evaluations for the CRM team.
  
• Oversee the documentation process including sale agreements, registration, and possession letters.
  
• Ensure seamless handover experience for customers, coordinating with site and project teams.
  
• Track project milestones and communicate with customers about delivery schedules.
  
• Coordinate with Finance for collection follow-ups, payment schedules, and due recoveries.
  
• Maintain MIS reports on customer payments, collections, and defaulters.
  
• Address post-handover service requests and ensure issue resolution through CRM Service teams.
  

Key Skills & Competencies:

• Strong leadership and team management abilities.
  
• Excellent communication, negotiation, and customer service skills.
  
• Deep understanding of real estate customer lifecycle management.
  
• Proficiency in CRM software tools or similar.
  
• Knowledge of RERA regulations, agreements, and real estate documentation.
  
• Strong problem-solving and conflict-resolution abilities.
  

Educational Qualification:

• MBA in Marketing / Customer Relationship Management (preferred).