Head Customer Relations

Who Are We?

At NIBAV, we are revolutionizing residential mobility solutions with our state-of-the-art, compact, and bespoke home elevator designs. With advancements in pneumatic technology, we provide luxury elevators that are accessible and affordable. As of 2024, our global family spans over 2,000 employees across 29 locations in India and 8 countries, including Australia, UAE, Malaysia, Kenya, Mexico, Thailand, US and Canada. Our vision is to make "Luxury in Every Home," bringing high-quality, imported-standard elevators into every Indian home.

Elite Elevators, based in Chennai, specializes in European-standard residential mobility solutions, including home lifts and stair lifts. Manufactured in Pisa, Italy, our products are TUV-certified for safety and tailored for luxury homes, making us India's #1 Home Elevator Company.

As Country Head CRM, you will play a pivotal role in overseeing CRM operations across India, driving customer retention, and ensuring operational excellence.

Why Join Us?

This is more than just a roleits an opportunity to shape CRM operations for NIBAV and Elite Elevators on a country-wide scale. Based in Chennai, you will lead CRM teams, ensure customer satisfaction, drive revenue generation, and contribute to the overall growth of the organization.

What Youll Do

• Oversee CRM activities within Country, ensuring alignment with global standards and company objectives.
• Lead nitiatives to enhance customer loyalty, manage escalations, and optimize satisfaction metrics.
• Oversee collections and production processes, ensuring revenue targets are met efficiently.
• Analyze and use customer feedback, Google reviews, and testimonials to drive continuous improvements in the customer experience.
• Lead efforts to optimize the handover process, ensuring smooth transitions and minimizing discrepancies.
• Monitor and report on key performance indicators, including customer satisfaction scores, referral generation, and quality metrics, ensuring goals are met.
• Implement robust processes for timely and accurate data reporting and updates.
• Tailor CRM strategies to specific regional and demographic insights, optimizing customer engagement.
• Develop and enforce Standard Operating Procedures (SOPs) to drive operational excellence within CRM functions.
• Lead and mentor CRM managers, fostering a high-performance culture and developing leadership talent.
• Drive compliance with local regulations and market requirements in all CRM operations.
• Work closely with production, sales, accounts and technical teams to align CRM strategies with broader organizational goals.
• Continuously review data and market trends to ensure CRM strategies remain relevant and effective.
• Develop strategies to retain and motivate CRM team members, fostering a culture of growth and excellence.
• Conduct Scrum meetings to align the team on goals, challenges, and action plans.
• Send weekly presentations to managers summarizing progress, key achievements, and areas requiring attention.
• Review feedback received in person and via email, share it with the respective stakeholders, and track progress for resolution.

What You'll Bring

• 14–16 years of experience in CRM leadership roles, preferably with multi-regional operations.
• Proven ability to lead CRM operations across the country and align strategies with organizational goals.
• Strong focus on delivering exceptional customer experiences and building long-term relationships.
• Expertise in mentoring and developing high-performing, motivated teams.
• Experience in driving operational efficiency through the development and mplementation of SOPs.
• Results-driven mindset with a focus on achieving measurable outcomes and continuous improvement.
• Ability to navigate diverse market conditions, regulations, and customer preferences effectively.
• Excellent collaborative skills to align CRM strategies with production, sales, and finance objectives.

What Sets You Apart

• Proven expertise in steering nationwide CRM operations, aligning strategies seamlessly with business goals to drive impactful outcomes.
• Passionate about delivering superior customer journeys that foster trust, loyalty, and long-term partnerships.
• Adept at leveraging data insights to enhance CRM effectiveness, achieving consistent improvements across key metrics.
• Skilled at navigating complex market conditions, regulatory environments, and customer behaviors to capitalize on opportunities and ensure business success.