Head Crm

CRM Head Real Estate

Company: Sipani Infrastructure Pvt. Ltd.
Location: Bengaluru
Industry: Real Estate Premium Residential
Experience: 9 to 14 Years
Employment Type: Full Time, Permanent
Department: CRM / Customer Experience / Post-Sales Operations

Job Overview

We are looking for an experienced CRM Head to lead the Customer Relationship Management and Post-Sales function for our residential real estate projects.

The role will be responsible for the complete customer lifecycle from booking to agreement, registration, collections, customer servicing, possession and handover. The CRM Head will drive customer experience, revenue realization, operational efficiency and team performance while working closely with Sales, Finance, Legal, Projects, Marketing and external stakeholders.

The ideal candidate should have strong experience in residential real estate CRM/Post-Sales operations, excellent customer-handling skills, strong knowledge of collections and documentation, and proven experience in leading CRM teams.

Key Responsibilities

• Lead and manage the overall CRM and Post-Sales function for residential real estate projects.
• Own the complete customer lifecycle from booking through agreement, registration, collections, possession and handover.
• Develop and implement CRM processes, SOPs and customer service standards.
• Ensure a seamless and differentiated customer experience throughout the project lifecycle.
• Manage customer documentation including Allotment Letters, Sale Agreements, Demand Letters, Receipts, Sale Deeds, Transfer Documents, Credit Notes and Possession/Handover Documents.
• Monitor collections, payment schedules, receivables, outstanding dues and customer accounts to drive timely revenue realization.
• Coordinate with banks and financial institutions for home loan processing, approvals and disbursements.
• Lead customer grievance and escalation management and ensure timely resolution within defined TATs.
• Oversee registration, possession and handover processes in coordination with Legal, Finance and Projects teams.
• Ensure accurate maintenance of customer data, transactions and communication history in CRM/ERP systems.
• Prepare and review MIS, dashboards and management reports covering collections, receivables, customer status, documentation, registrations, escalations and possession.
• Work closely with Sales, Finance, Legal, Projects and Marketing to ensure smooth customer onboarding and post-sales operations.
• Identify process gaps and drive process improvement, automation and operational excellence.
• Ensure compliance with company policies, RERA regulations and applicable statutory requirements.
• Lead, mentor and develop the CRM team and establish clear performance metrics and service standards.
• Drive customer satisfaction, retention, referrals and overall customer experience.

Candidate Profile

• Bachelor's degree in Business Administration, Commerce, Management or a related field. MBA/PG qualification will be an advantage.
• 10+ years of experience in CRM / Post-Sales Operations in the residential real estate industry.
• Proven experience in leading CRM teams and managing customer portfolios.
• Strong knowledge of real estate customer lifecycle management, collections, registration, sale deeds, agreements, possession and handover.
• Experience in coordinating with banks and financial institutions for home loans.
• Strong understanding of CRM software and ERP systems.
• Good knowledge of RERA and real estate documentation/processes.
• Excellent communication, negotiation and customer relationship management skills.
• Strong leadership, people-management and stakeholder-management capabilities.
• Strong analytical skills with proficiency in MS Excel, MIS and reporting dashboards.
• Ability to handle complex customer escalations and resolve issues effectively.
• Strong ownership, execution orientation and problem-solving ability.

Why Join Us?

• Opportunity to lead the CRM function for premium residential real estate projects.
• Work directly with senior leadership and cross-functional business teams.
• Opportunity to build and scale CRM processes and customer experience practices.
• High-ownership role in a growing real estate organization.
• Opportunity to contribute to landmark residential developments in Bengaluru.

Regards,
HR Department