Head of Customer Relationship Management

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Role Summary

The CRM Head will be responsible for planning, implementing, and overseeing all customer

relationship management strategies for the real estate business. This role focuses on building

long-term customer relationships, ensuring seamless communication, and driving customer

satisfaction throughout the property buying and post-sales lifecycle.

Key Responsibilities

• Filing & organising customer data.
• Develop and execute CRM strategies to enhance customer satisfaction, retention, and
• referrals in the real estate sector.
• Oversee the entire customer journey – from inquiry and lead management to booking,
• documentation, and post-possession services.
• Managed CRM software to ensure accurate lead tracking, effective pipeline
• management, and comprehensive sales reporting.
• Collaborate with Sales, Marketing, and Customer Care teams to align CRM practices
• with business objectives.
• Handle customer escalations and ensure timely resolution of issues related to
• bookings, payments, and project updates.
• Communicate demand & due payments from customers in a timely & cordial manner.
• Conduct regular customer satisfaction surveys and implement feedback-driven
• improvements.
• Analyze customer behavior, buying patterns, and trends to create loyalty programs and
• personalized communication strategies.
• Ensure adherence to RERA guidelines and compliance in customer communication.
• Lead and mentor the CRM team to ensure effective customer service delivery.
• Provide senior management with insights on customer engagement, sales
• conversion, and retention KPIs.

Required Qualifications & Skills

• Bachelor’s or Master’s degree in Business Administration / Marketing / Real Estate
• Management.
• 7+ years of CRM experience in the real estate industry, with at least 3+ years in a
• leadership role.
• Strong knowledge of real estate sales processes, documentation, and customer lifecycle
• management.
• Expertise in CRM tools (4QT, PARAMANTRA).
• Excellent communication, conflict-resolution, and client-handling skills.
• Ability to manage high-net-worth clients and deliver premium customer experiences.

Preferred Qualifications

• MBA in Marketing / Real Estate Management.
• Experience in handling luxury residential and commercial projects.
• Proven track record of driving customer satisfaction, referrals, and repeat sales in real
• estate