Senior Customer Relations Manager

As a Senior Manager / AGM - CRM at Latinem India Global Capability Centre, based in Hyderabad, you will play a pivotal role in leading and overseeing the regional customer relationship function. Your responsibilities will encompass managing both CRM Operations and CRM Front-End teams, ensuring a seamless and exceptional customer experience. Reporting directly to the GM - CRM, Sobha Realty, with a dotted-line reporting to the Head of CRM, you will collaborate closely with the CRM core team to uphold organizational standards, elevate customer satisfaction, and drive operational excellence. You will lead the CRM Operations and Front-End teams with a strong emphasis on ownership, accountability, and service delivery. Fostering team growth through coaching, regular feedback, and structured performance evaluations will be crucial to maintaining a high-performance culture that aligns with Sobha Realty's customer-centric values. Your oversight will extend to the end-to-end customer lifecycle management, from booking through handover and post-handover support, ensuring timely and effective resolution of customer queries and escalations across all channels, including high-net-worth individual (HNI) customer cases. Process governance and compliance will be key aspects of your role, as you implement standardized processes and SOPs while championing digitization and automation to minimize manual dependencies. Your expertise in CRM systems, particularly Salesforce, will be instrumental in driving digital transformation within the teams to streamline operations and enhance customer interactions. Additionally, your collaboration with stakeholders and cross-functional teams will be essential to ensure compliance with policies, implement feedback, and promptly resolve operational issues. You will be responsible for providing regular and insightful reports on team KPIs, customer case resolution rates, SPA status, handover progress, and other operational metrics. Active participation in CRM leadership meetings, audit reviews, and performance sync-ups with the Dubai Head Office will be necessary to track progress and align strategies effectively. To excel in this role, you should hold an Engineering/Architect degree with an MBA preferred, along with a minimum of 15+ years of experience in CRM, customer service, or operations. Demonstrated leadership in multi-functional teams, proven experience in managing escalations, strong expertise in CRM systems, and a track record of driving process improvements and digital adoption initiatives are essential qualifications. Excellent communication, team-building, and interpersonal skills, coupled with proficiency in multiple languages, will be advantageous given the diverse customer base you will be working with.,