Head Crm

Job Purpose

To lead and manage the complete CRM function for the organization, overseeing customer lifecycle management from booking to handover. Ensures operational excellence, high customer satisfaction, timely documentation, error-free processes, reduced escalations, and strong coordination with internal departments for seamless customer experience.

Key Responsibilities

1. Strategic Leadership & CRM Operations Management

• Define CRM policies, SOPs, and workflow standards.
• Ensure efficient functioning of TLs, RMs, Coordinators, and Support staff.
• Oversee customer lifecycle activities including documentation, agreements, payments, loans, registration, and handover.

2. Customer Satisfaction & Escalation Management

• Handle high-level escalations from customers and internal teams.
• Implement systems to reduce repeat issues and improve customer satisfaction scores.
• Establish clear communication channels for customers and CRM team members.

3. Documentation, Agreements & Compliance

• Ensure all customer agreements, registrations, and documentation follow legal accuracy and compliance protocols.
• Monitor timelines for KYC collection, agreement drafting, execution, and registration.
• Coordinate closely with Legal for documentation correctness and timely clearances.

4. Financial Coordination & Collections Oversight

• Oversee milestone payment follow-ups and financial compliance.
• Review payment MIS daily and drive collection performance.
• Coordinate with Finance for SOA, receipts, refunds, credit notes, and reconciliation.

5. Cross-Department Collaboration

• Work closely with:
• Projects for handover readiness and snag closures
• Legal for agreements and registration
• Finance for collections
• Sales for customer transition
• Business Process for CRM dashboards and audits
• Lead CRM representation in management meetings.

6. Handover & Post-Handover Management

• Ensure smooth customer handover with final inspection, documentation, and satisfaction checks.
• Coordinate with Maintenance and Projects to resolve snag and rectification issues.

7. Process Improvement & Governance

• Identify process gaps, delays, and performance improvement areas.
• Implement automation and CRM tool enhancements (Salesforce/SAP).
• Ensure adherence to all CRM SOPs, checklists, and compliance guidelines.

8. Team Performance Management

• Lead and guide TLs, RMs, Coordinators, and CRM Support staff.
• Conduct performance appraisals, training, and development programs.
• Monitor productivity and ensure high team efficiency.

9. Reporting & Management Updates

• Provide daily, weekly, and monthly CRM MIS to senior management.
• Review reports on agreements, payments, loans, registration, and handover status.
• Prepare dashboards for customer satisfaction, escalations, and turnaround times.