SBU Head - CRM (Customer Experience & Post-sales)
Sourceo15+ yrsMumbaiOn-siteDirect career pageEst. 30–50 LPA
Posted on 15 Sept
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Job description
Structured overview of role & requirements
About This Role
- 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.
Minimum Requirements
- 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.
Ideal Candidate Profile
- 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.