Head Crm

Job Summary

We are seeking an experienced, strategic, and result-oriented Head of CRM to oversee our complete customer lifecycle, post-sales operations, client engagement, and retention strategies. The Head of CRM will lead the customer relationship department to ensure flawless execution of post-sales administration, collections, documentation (Agreements/Possession), customer onboarding, and overall client satisfaction. You will be responsible for driving customer loyalty, lifetime value, upselling/cross-selling opportunities, and streamlining CRM tech platforms.

Key Responsibilities

1. Strategic Leadership & Customer Experience

• Define and execute the end-to-end post-sales customer lifecycle strategy to maximize retention, satisfaction, and net promoter scores.
• Lead and mentor the CRM team, establishing key performance indicators KPIs and operational workflows.
• Serve as the senior escalation point for high-priority client grievances, complex disputes, or handover delays.

2. Post-Sales Operations & Documentation

• Oversee all post-booking administration, including client onboarding, welcome calls, allotment letters, and Builder-Buyer Agreements.
• Ensure strict adherence to regulatory compliance standards (e.g., RERA, local land housing authority guidelines, data privacy laws).
• Manage payment demand letters, collection schedules, installments, interest calculations, and receipt issues alongside the finance team.

3. Handover & Possession Management

• Oversee project completion, site visit scheduling for inspections, snagging/fit-outs, and final possession procedures.
• Coordinate cross-functionally with Project Site teams, Legal, Architecture, and Finance to ensure timely unit deliveries and legal transfers.
• Drive a seamless "welcome home" experience during key handover to boost brand reputation.

4. CRM Technology & Data Management

• Lead the implementation, optimization, and daily administration of real estate CRM software.
• Manage database integrity, lead tracking, automated follow-ups, and customer segmentation.
• Analyze operational data to build comprehensive MIS reports, Daily Status Reports, collections forecasts, and churn risk analysis for executive management.

5. Customer Engagement & Business Growth

• Implement referral programs, repeat-buyer incentives, and upselling/cross-selling campaigns targeting existing property owners.
• Organize customer engagement events, property updates, and milestone site-visit tours.

Key Performance Indicators

• Customer Retention & Referral Rates: Conversion of existing client base for secondary purchases/referrals.
• Collection Efficiency: % of on-time collections against generated demand letters.
• Turnaround Time : Speed of issue resolution, agreement processing, and documentation output.
• Customer Satisfaction: NPS score and CSAT scores post-handover.
• On-time Delivery & Handover: % of smooth unit handovers delivered with minimal post-possession complaints.

Qualifications & Requirements

Education & Experience

• Bachelors degree in Business Administration, Marketing, Real Estate, or a related field; an MBA is strongly preferred.
• 10+ years of professional experience in CRM, Post-Sales, or Customer Service, with at least 4–5 years in a leadership role within Real Estate Residential, commercial, or property management.

Technical & Functional Skills

• Advanced proficiency in Real Estate CRM systems -4qt.
• Deep understanding of real estate post-sales workflows, payment plans, legal documentation, mortgage financing processes, and housing regulations.
• Strong capability in data analysis, reporting tools, and MS Excel for executive dashboards.