CRM - Head (Real Estate)

Job Title: CRM Head (real Estate)

Location: Bangalore

Department: CRM

Reports To: Director – Operations / Managing Director

Experience Required: 5 – 10years (Real Estate preferred)

Budget-Open For Negotiation

Job Summary:

We are looking for an experienced and strategic CRM Head to lead our customer relationship management function. The role involves overseeing the entire post-sales customer lifecycle, managing a high-performing CRM team, and ensuring best-in-class client servicing standards across all projects. The ideal candidate will bring leadership, process innovation, and a customer-first approach to drive satisfaction, loyalty, and brand trust.

Key Responsibilities:

• Take complete ownership of the end-to-end post-sales customer journey, including documentation, payment scheduling, agreement execution, handover coordination, and possession.

• Lead, mentor, and manage the CRM team by setting clear performance goals, ensuring training, and fostering a customer-centric culture.

• Develop and implement CRM strategies to enhance client satisfaction and streamline internal processes.

• Handle all major customer escalations and conflict resolution with professionalism and tact.

• Ensure the timely issuance of demand letters, receipts, NOCs, sale agreements, and other legal documentation.

• Maintain updated and accurate client records in the CRM software (Salesforce, Zoho, HubSpot, etc.).

• Coordinate across departments – Sales, Legal, Finance, Projects, and Handover – to ensure seamless delivery and communication.

• Track customer satisfaction metrics and initiate regular feedback collection, analysis, and action planning.

• Prepare and present high-level MIS reports, dashboards, and performance summaries to senior management.

• Ensure RERA compliance and maintain full documentation records for audits and legal purposes.

• Drive digital transformation and automation within the CRM process wherever applicable.

• Foster long-term relationships with high-value clients and develop referral programs.

Key Skills & Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field (MBA preferred)

• 8–12 years of CRM or Customer Success experience, with minimum 4–5 years in a leadership role (Real Estate sector preferred)

• Strong leadership skills with proven experience in managing large CRM teams

• Excellent communication, negotiation, and interpersonal skills

• Strategic thinker with the ability to implement structured and scalable systems

• Deep knowledge of real estate operations, customer documentation, and RERA compliance

• Customer-first mindset with a passion for service excellence

What We Offer:

• Senior leadership position with strategic impact

• Competitive salary and performance-based bonuses

• Opportunity to work on landmark real estate projects

• Dynamic work environment with strong growth potential