CRM / Presales Head - Real Estate

Location:

• Lead, train, and mentor the presales team including tele callers, CRM executives, and customer engagement specialists.
• Define KPIs and track team performance; ensure adherence to SLAs for lead response and follow-up.

Lead Management & Conversion Support

• Oversee lead qualification processes and ensure timely and accurate lead assignment to the sales team.
• Work with marketing to ensure quality of leads generated via digital, ATL/BTL, broker, and walk-in channels.
• Use data-driven insights to optimize lead conversion rates and reduce drop-offs.

CRM & Technology Enablement

• Own the implementation and upkeep of CRM systems (e.g., Salesforce, Zoho, HubSpot, etc.).
• Ensure proper data hygiene, timely updates, and reporting from CRM tools.
• Automate lead nurturing workflows via emails, SMS, WhatsApp, and call campaigns.

Customer Experience & Communication

• Develop and oversee scripts, communication templates, and SOPs for consistent and high-quality customer interaction.
• Manage first-level customer queries, objections, and appointment scheduling.
• Work with marketing and sales to personalize customer outreach campaigns.

Cross-functional Coordination

• Liaise with marketing for campaign insights, lead generation feedback, and optimization suggestions.
• Coordinate closely with the sales team to ensure lead handovers are timely and productive.
• Provide feedback to product and operations teams on customer expectations and pain points.

Reporting & Analysis

• Prepare weekly/monthly reports on lead funnel metrics, campaign performance, and team productivity.
• Analyze lost leads and suggest corrective measures.

Qualifications & Skills:

• Bachelors degree in Business, Marketing, or related field; MBA preferred.
• Minimum 5-10 years of presales experience with at least 3 years in a leadership role, ideally in Real Estate.
• Strong knowledge of the real estate customer journey and buying cycle.
• Hands-on experience with CRM platforms and lead management tools.
• Excellent communication, interpersonal, and team management skills.
• Data-driven mindset with ability to analyze and optimize presales processes.

Key Performance Indicators (KPIs):

• Lead response time & quality
• Conversion rate from lead to site visit
• Site visit to closure ratio support
• CRM data accuracy and completeness
• Team productivity and efficiency
• Customer satisfaction (first-touchpoint experience)

Interested candidates can share their resume on WhatsApp - 8600555606

Contact Person - Kreena Bhayani