Head of Client Relationship Management

Role Overview: As the Head of Client Relationship Management (CRM-Head) at Dwaraka, you will be instrumental in elevating client servicing standards to match top-tier luxury hospitality within the Commercial Real Estate industry. Your primary focus will be on creating a sophisticated experience layer that embodies emotional intelligence, operational precision, discretion, and professionalism for high-net-worth individuals, corporates, institutional tenants, and international investors. Key Responsibilities: - Map out end-to-end client journeys tailored to different client personas. - Define emotional, logistical, and informational touchpoints for each phase of the client journey. - Integrate premium hospitality rituals to enhance the overall client experience. - Build, lead, and develop a 15-member high-touch CRM team. - Establish standard operating procedures for communication and conduct regular behavioral training sessions. - Serve as a strategic advisor for the top 100 clients and maintain proactive relationships with key account stakeholders. - Collaborate with various teams to ensure a seamless client journey by bridging the gap between client expectations and operational terms. - Drive the implementation and customization of CRM software, monitor usage dashboards, and identify patterns for corrective actions. - Engage in strategic partnerships with the brand and marketing team to develop client programs and manage feedback loops for service enhancement. - Handle VVIP dissatisfaction and PR-sensitive issues while maintaining a documented escalation matrix for conflict resolution. Qualification Required: - Bachelor's degree in Hospitality Management, Business Administration, or Real Estate. - MBA or Executive Programs in Client Strategy or Luxury Services preferred. - 10-15 years of experience in luxury hospitality groups, premium real estate, or concierge-driven industries. - Minimum of 3 years in a leadership role managing high-value client accounts. - Core skills include luxury client communication, team orchestration, emotional intelligence, policy drafting, and data analytics. If you are looking to be part of a transformative journey where hospitality converges with high-value real estate, directly influence elite decision-makers" perceptions, and have the freedom to shape a unique CRM function, this role at Dwaraka is the perfect opportunity for you. Benefits: - Health insurance - Paid sick time - Provident Fund Schedule: - Day shift Work Location: - In person Application Deadline: 16/06/2025 Expected Start Date: 12/06/2025 To apply, kindly submit your CV to Kumar, HR Head at hr@theheadquarters.space or contact at +91-9063372741.,