Location: Hyderabad

Reporting To: AVP – CRM

Experience Required: 15+ Years

About The Role

The CRM Team Lead will be responsible for leading and managing the post-sales customer lifecycle, ensuring superior customer experience, timely issue resolution, and seamless coordination across internal and external stakeholders. The role requires a strategic leader with extensive experience in customer relationship management within the real estate sector, capable of driving customer satisfaction, process excellence, and team performance.

Key Responsibilities

Customer Relationship Management

Lead the end-to-end customer journey from booking through possession and post-possession support.
Ensure exceptional customer experience by proactively managing customer expectations and addressing concerns effectively.
Develop and implement customer engagement strategies to enhance satisfaction, retention, and brand advocacy.
Monitor customer feedback and identify opportunities for service improvement.

Team Leadership & People Management

Lead, mentor, and develop a high-performing CRM team.
Set performance goals, conduct regular reviews, and drive accountability across the team.
Foster a customer-first culture and ensure adherence to service standards and SLAs.
Build succession plans and support capability development within the team.

Stakeholder Management

Collaborate closely with Sales, Projects, Finance, Legal, Facilities Management, and external agencies to ensure seamless customer service delivery.
Act as the primary escalation point for critical customer issues and ensure timely resolution.
Facilitate cross-functional coordination to address project updates, documentation requirements, and customer communications.

Process Excellence & Compliance

Establish and continuously improve CRM processes, SOPs, and service frameworks.
Ensure compliance with RERA guidelines, company policies, and regulatory requirements.
Drive process automation and CRM system optimization to improve operational efficiency.
Monitor and maintain customer documentation and records with high accuracy.

Customer Communication

Oversee all customer communications, including project updates, payment reminders, possession communications, and customer events.
Ensure consistency, accuracy, and professionalism in all customer interactions.
Manage customer escalation matrices and grievance handling mechanisms.

Reporting & Analytics

Prepare and present CRM performance reports, customer satisfaction metrics, escalation trends, and service improvement initiatives to senior management.
Track key KPIs including customer satisfaction scores, response times, collections support, possession milestones, and issue resolution timelines.
Utilize data analytics to identify trends and recommend actionable improvements.

Experience And Qualifications

15+ years of experience in Customer Relationship Management, preferably within the real estate industry.
Bachelor's degree in Business Administration, Management, Marketing, or related field.
MBA or equivalent postgraduate qualification preferred.

Key Skills

Proven experience managing large customer portfolios and leading CRM teams.
Strong understanding of real estate customer lifecycle management, possession processes, documentation, and customer engagement.
Working knowledge of RERA regulations and industry best practices.
Excellent stakeholder management and conflict resolution skills.
Strong analytical and reporting capabilities.
Proficiency in CRM platforms, ERP systems, and Microsoft Office Suite.
Exceptional communication, leadership, and interpersonal skills.

Required Skills

Team Leadership People Management Process Excellence & Compliance Customer Communication

CRM TL