CRM Head

2 days ago

Hyderabad, Telangana, India Raghava Projects Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Summary:

The CRM Head will be responsible for leading the Customer Relationship Management function across all residential and commercial projects. We need experience candidates 15 to 20 years in Real Estate (CRM )This role involves strategizing, implementing, and overseeing all post-sales customer engagement, handover processes, and customer satisfaction initiatives to ensure exceptional client experience and brand loyalty.

Note:Please apply Local candidate and Immidiate Joinner/15 days

Key Responsibilities:

  • Lead the CRM team to manage all customer touchpoints from booking to handover and beyond.
  • Develop and implement customer engagement strategies to enhance satisfaction and retention.
  • Handle escalations and ensure timely resolution of customer complaints.
  • Monitor customer feedback and implement continuous improvement initiatives.
  • Ensure transparent and timely communication with customers regarding project updates, payments, and handover timelines.
  • Manage a team of CRM executives, assistant managers, and managers; guide them in daily operations and performance reviews.
  • Design and enforce standard operating procedures (SOPs) for CRM activities.
  • Coordinate closely with Sales, Projects, Legal, Finance, and Facility Management teams for smooth execution of CRM processes.
  • Conduct regular training and performance evaluations for the CRM team.
  • Oversee the documentation process including sale agreements, registration, and possession letters.
  • Ensure seamless handover experience for customers, coordinating with site and project teams.
  • Track project milestones and communicate with customers about delivery schedules.
  • Coordinate with Finance for collection follow-ups, payment schedules, and due recoveries.
  • Maintain MIS reports on customer payments, collections, and defaulters.
  • Address post-handover service requests and ensure issue resolution through CRM Service teams.

Key Skills & Competencies:

  • Strong leadership and team management abilities.
  • Excellent communication, negotiation, and customer service skills.
  • Deep understanding of real estate customer lifecycle management.
  • Proficiency in CRM software tools or similar.
  • Knowledge of RERA regulations, agreements, and real estate documentation.
  • Strong problem-solving and conflict-resolution abilities.

Educational Qualification:

  • MBA in Marketing / Customer Relationship Management (preferred).

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