Head CRM - Real Estate

Job Summary:

We are seeking a seasoned and strategic CRM Head with over 12 years of experience to lead customer relationship operations in our luxury real estate division. The role requires strong leadership in managing the entire customer lifecycle from onboarding to handover and beyond while maintaining superior service standards expected by high-net-worth individuals (HNIs). The ideal candidate brings in-depth expertise in premium residential real estate, robust CRM systems, collections management, and customer engagement through digital and personalized strategies.

Key Responsibilities:

CRM Leadership & Strategy

• Define and execute customer relationship strategies across all luxury residential projects.
  
• Build and lead a high-performance CRM team, aligning CRM operations with sales, marketing, finance, and site execution teams.
  
• Design customer experience journeys tailored to HNI client expectations from booking through possession and post-handover.
  

Customer Engagement & Retention

• Implement personalized and automated communication flows (e.g., project updates, demand notes, milestone alerts).
  
• Drive client satisfaction, retention, and referral sales through white-glove service models and proactive engagement.
  
• Manage escalations with tact and professionalism, maintaining long-term client relationships.
  

Collections & Financial Coordination

• Monitor and improve collection cycles through strategic follow-ups and relationship-led engagement.
  
• Track 30+, 60+, and 90+ day overdue accounts with actionable dashboards.
  
• Coordinate with financial institutions (banks/NBFCs) for disbursement aligned with construction progress.
  

Data Analytics & Compliance

• Oversee data quality, system integrity, and analytics reporting within the CRM ecosystem.
  
• Ensure compliance with RERA and internal governance for customer communications and records.
  
• Develop CRM insights and dashboards for leadership reviews and business planning.
  

Qualifications & Skills:

• Graduate/Postgraduate in Marketing, Business Management, or related field, MBA preferred.
  
• 12+ years of CRM experience, with at least 5 years in a leadership role handling luxury or premium segment clients.
  
• Expertise in real estate CRM platforms (e.g., Salesforce, Sell.Do, Zoho, or custom CRMs).
  
• Deep understanding of HNI client behavior, expectations, and service standards.
  
• Strong communication, problem-solving, and team leadership skills.
  
• Excellent analytical mindset with experience in CRM-driven decision-making and reporting.
  

Benefits:

• Competitive compensation with performance-linked incentives.
  
• Opportunity to work with a premium brand in high-value real estate developments.
  
• Leadership role with cross-functional visibility and strategic influence.