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
