About the role
Job Summary
The CRM Head will lead and manage the Customer Relationship Management (CRM) function for real estate projects, ensuring high standards of customer service, smooth post-sales operations, and strong client satisfaction. The role involves overseeing customer lifecycle management from booking to possession and handover, grievance redressal, documentation, and coordination with internal departments.
Key Responsibilities
Customer Relationship Management
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Lead end-to-end CRM operations for residential/commercial real estate projects
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Manage customer lifecycle from booking, agreement, possession to handover
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Ensure high customer satisfaction and retention
Post-Sales Operations
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Handle post-sales processes including documentation, agreements, allotments, and registrations
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Coordinate possession and handover processes
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Manage customer queries, escalations, and grievances efficiently
Team Leadership
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Lead, train, and manage CRM and customer support teams
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Define SOPs, workflows, and service standards
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Monitor team performance and productivity
Process & System Management
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Implement and manage CRM systems/software
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Ensure accurate customer data management
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Develop structured communication processes