SBU Head - CRM (Customer Experience & Post-sales)
Adani Group (company site, opens in a new tab)15+ yrsMumbaiOn-siteDirect career pageEst. 35–60 LPA
Posted on 10 Sept
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Job description
Structured overview of role & requirements
About This Role
- 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.
Minimum Requirements
- 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.
Ideal Candidate Profile
- 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.