Head CRM - Real Estate

Job Summary:

CRM Head

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:

• CTC upto 12 LPA
• 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.