Urgent opening For CRM Head with Real Estate developer-Mumbai

19 hours ago

Mumbai, Maharashtra, India Krishna Developers Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Title: CRM Head Real Estate

Location: Mumbai-Andheri

Experience: 12-18 years (with minimum 5 years in a senior CRM role in Real Estate)

Education: Graduate / MBA preferred

Role Objective:

To lead and manage the Customer Relationship Management (CRM) function, ensuring seamless customer journey from booking to possession, enhancing customer experience, managing collections, and driving customer satisfaction & retention.

Key Responsibilities:

Customer Relationship Management

  • Lead the CRM team and oversee all post-sales customer interactions.
  • Ensure smooth handholding of customers from booking till possession.
  • Manage customer queries, grievances, and escalations with prompt resolution.
  • Build and implement processes for continuous improvement of customer experience.

Collections & Documentation

  • Monitor timely collection of payments as per construction milestones.
  • Coordinate with finance/accounts team for receivables and reconciliation.
  • Oversee agreements, registration, and documentation compliance.

Process & System Management

  • Implement CRM tools/software to streamline customer lifecycle management.
  • Standardize SOPs for communication, documentation, and follow-ups.
  • Ensure data accuracy and timely MIS reports to management.

Cross-functional Coordination

  • Collaborate with Sales, Projects, Finance, and Legal teams for seamless operations.
  • Work closely with the Projects team for possession schedules, handovers, and customer communication.
  • Coordinate with Legal for agreement drafting, registration, and compliance.

Customer Engagement & Retention

  • Develop customer engagement programs/events to strengthen relationships.
  • Monitor customer satisfaction (CSAT/NPS) scores and drive improvements.
  • Plan referral schemes and loyalty programs to drive repeat business.

Key Skills & Competencies:

  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Proven expertise in real estate CRM, collections, and customer service.
  • Good understanding of RERA and other regulatory requirements.
  • Analytical mindset with experience in CRM software (SAP/Oracle/Salesforce etc.).
  • Problem-solving and conflict resolution skills.

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