CRM- Segment Head

As a CRM Segment Head, you will play a crucial role in leading and managing the customer relationship management function for a key business segment. Your strategic leadership will drive customer satisfaction, retention, and engagement, ensuring the highest standards of service and experience throughout the customer lifecycle. Key Responsibilities: - Lead the CRM function for the assigned segment, focusing on superior customer service and engagement. - Develop and execute strategies to enhance customer satisfaction, loyalty, and retention. - Manage and mentor the CRM team to achieve high performance and foster professional growth. - Collaborate with sales, marketing, projects, and operations teams to ensure seamless communication and a consistent customer experience. - Monitor customer feedback, analyze trends, and provide recommendations for product, process, and service improvements. - Resolve escalations and critical customer issues in a timely manner. - Create and implement customer engagement initiatives, loyalty programs, and feedback mechanisms. - Define and track key performance indicators (KPIs) to measure customer satisfaction and team effectiveness. - Stay abreast of industry best practices and leverage technology to optimize CRM processes and reporting. Qualifications & Skills: - Graduation/Postgraduation in Business Management, Marketing, or related field. - 10+ years of experience in customer service/CRM, with a minimum of 5 years in a leadership role. - Strong grasp of customer lifecycle management, service excellence, and retention strategies. - Excellent communication, interpersonal, and problem-solving abilities. - Proven track record of leading and motivating teams to achieve targets and deliver exceptional customer experiences. - Prior experience in real estate, high-involvement B2C, or related industries is preferred. In addition to the above, you will have the opportunity to: - Lead the CRM function at a dynamic real estate firm. - Collaborate with a passionate and talented team in a growth-oriented environment. - Enjoy competitive compensation and avenues for career advancement.,