Head Customer Relations

Who Are We?

residential mobility solutions

Elite Elevators, based in Chennai, specializes in European-standard residential mobility solutions, including home lifts and stair lifts. Manufactured in Pisa, Italy, our products are TUV-certified for safety and tailored for luxury homes, making us India's #1 Home Elevator Company.

As Country Head CRM, you will play a pivotal role in overseeing CRM operations across India, driving customer retention, and ensuring operational excellence.

Why Join Us?

This is more than just a roleits an opportunity to shape CRM operations for NIBAV and Elite Elevators on a country-wide scale. Based in Chennai, you will lead CRM teams, ensure customer satisfaction, drive revenue generation, and contribute to the overall growth of the organization.

What Youll Do

• Oversee CRM activities within Country, ensuring alignment with global standards and company objectives.
• Lead nitiatives to enhance customer loyalty, manage escalations, and optimize satisfaction metrics.
• Oversee collections and production processes, ensuring revenue targets are met efficiently.
• Analyze and use customer feedback, Google reviews, and testimonials to drive continuous improvements in the customer experience.
• Lead efforts to optimize the handover process, ensuring smooth transitions and minimizing discrepancies.
• Monitor and report on key performance indicators, including customer satisfaction scores, referral generation, and quality metrics, ensuring goals are met.
• Implement robust processes for timely and accurate data reporting and updates.
• Tailor CRM strategies to specific regional and demographic insights, optimizing customer engagement.
• Develop and enforce Standard Operating Procedures (SOPs) to drive operational excellence within CRM functions.
• Lead and mentor CRM managers, fostering a high-performance culture and developing leadership talent.
• Drive compliance with local regulations and market requirements in all CRM operations.
• Work closely with production, sales, accounts and technical teams to align CRM strategies with broader organizational goals.
• Continuously review data and market trends to ensure CRM strategies remain relevant and effective.
• Develop strategies to retain and motivate CRM team members, fostering a culture of growth and excellence.
• Conduct Scrum meetings to align the team on goals, challenges, and action plans.
• Send weekly presentations to managers summarizing progress, key achievements, and areas requiring attention.
• Review feedback received in person and via email, share it with the respective stakeholders, and track progress for resolution.

What You’ll Bring

• 14–16 years of experience in CRM leadership roles, preferably with multi-regional operations.
• Proven ability to lead CRM operations across the country and align strategies with organizational goals.
• Strong focus on delivering exceptional customer experiences and building long-term relationships.
• Expertise in mentoring and developing high-performing, motivated teams.
• Experience in driving operational efficiency through the development and mplementation of SOPs.
• Results-driven mindset with a focus on achieving measurable outcomes and continuous improvement.
• Ability to navigate diverse market conditions, regulations, and customer preferences effectively.
• Excellent collaborative skills to align CRM strategies with production, sales, and finance objectives.

What Sets You Apart

• Proven expertise in steering nationwide CRM operations, aligning strategies seamlessly with business goals to drive impactful outcomes.

• Passionate about delivering superior customer journeys that foster trust, loyalty, and long-term partnerships.
• Adept at leveraging data insights to enhance CRM effectiveness, achieving consistent improvements across key metrics.
• Skilled at navigating complex market conditions, regulatory environments, and customer behaviors to capitalize on opportunities and ensure business success.