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Tier-1 brand, Mumbai metro location, and broad senior CRM remit increase candidate competition density.
CRM leadership skills are transferable but real-estate and collections experience preference raises domain sensitivity to medium.
Explicit 15+ years, 5+ years leadership, and real-estate CRM preference make shortlisting highly strict.
Oversee end-to-end post-sales customer interactions and CRM operations across assigned real estate sites, ensuring smooth transition from booking to handover.
Manage customer grievances, escalations, collections, and operational adherence on site to maintain high customer satisfaction and retention.
Lead and develop CRM teams, drive process improvements, conduct CRM performance audits, and manage loyalty programs to enhance Net Promoter Scores and customer loyalty.
Bachelor's degree in Business Administration, Marketing, Management, Commerce, or related field; MBA/PGDM preferred.
15+ years of experience in Customer Relationship Management, Customer Experience, Post-Sales Operations, and Collections, preferably in Real Estate.
Minimum 5 years of leadership experience managing CRM operations across multiple projects/business units.
Strong expertise in customer lifecycle management, escalation handling, collections, customer retention, and stakeholder management.
Senior leader experienced in driving CRM transformation and process excellence within real estate or related sectors.
Proven operator in managing large teams and cross-functional stakeholder coordination (finance, sales, marketing, legal, project management).
Data-driven and analytical, skilled in CRM performance monitoring, customer feedback integration, and loyalty program management to boost customer satisfaction metrics like NPS.