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Niche senior head role in real-estate CRM with specialized collections skills reduces applicant competition.
Role requires deep real-estate CRM, post-sales and collections leadership, limiting cross-industry transferability.
Explicit 15+ years, 5+ years leadership and industry-specific CRM and collections requirements create strict shortlisting filters.
Owns and manages the complete post-sales customer experience and CRM operations at site level, ensuring smooth transitions and high customer retention.
Leads operational adherence to CRM SOPs, resolves escalations and grievances, and coordinates cross-functionally to optimize collections and service delivery.
Analyzes CRM performance data to improve customer satisfaction metrics like Net Promoter Scores and manages loyalty and retention programs to support business growth.
Bachelor's degree in Business Administration, Marketing, Management, Commerce or related field; MBA/PGDM preferred.
15+ years of experience in CRM, Customer Experience, Post-Sales Operations, and Collections, preferably in Real Estate.
Minimum 5 years in leadership managing CRM operations across multiple projects or business units.
Strong expertise in customer lifecycle management, escalation handling, collections, customer retention, and stakeholder management.
Experienced senior leader capable of managing large CRM teams and driving customer satisfaction improvements at scale.
Proven track record in post-sales CRM operations within Real Estate or similar industries involving complex stakeholder management.
Strategic data-driven operator focused on process excellence, CRM transformation, and enhancing customer loyalty through operational and analytical rigor.