Head – Customer Relationship Management (CRM)

KEY RESPONSIBILITIES

CRM Strategy & Leadership

Define and lead the overall CRM vision and strategy in alignment with business objectives. Set performance targets, service standards, and growth roadmaps for the CRM function.

End-to-End Customer Lifecycle

Oversee all customer touchpoints from booking and onboarding through sale agreement, sale deed, registration, and post-handover support, ensuring a seamless and consistent experience.

Single Point of Contact – Post Sales

Serve as the primary interface for customers after the point of sale, managing all queries, documentation requirements, and updates through to handover.

Collection & Bank Coordination

Drive collection targets, coordinate with banking institutions for home loan disbursements, and ensure timely completion of all financial milestones linked to the customer lifecycle.

Customer Escalation Management

Act as the senior escalation point for complex customer grievances, including on-site issues. Ensure timely, empathetic, and documented resolution of all complaints.

Documentation & Legal Coordination

Oversee accurate management of all customer legal documents including Sale Agreements, Sale Deeds, and SPA. Coordinate with Legal and Projects teams for timely registration and handover clearances.

Handover & Registration Management

Lead flat handover processes ensuring readiness, documentation completeness, and high customer satisfaction at possession. Manage SPA holder registrations and coordinate site handover logistics.

Process Design & SOP Development

Design, implement, and continuously improve CRM policies, standard operating procedures, and service protocols to drive consistency across all customer touchpoints.

Feedback & Satisfaction Systems

Own and drive customer satisfaction measurement frameworks. Monitor feedback trends, analyse patterns, and implement corrective actions to sustain high satisfaction levels.

MIS & Management Reporting

Generate and present regular MIS reports to management covering collections, customer status, escalation trackers, satisfaction metrics, and handover progress.

Team Leadership & Development

Build, mentor, and manage a high-performing CRM team. Set KPIs, conduct performance reviews, and foster a customer-centric culture across the department.

Cross-functional Coordination

Coordinate effectively with Sales, Projects, Legal, and Finance teams to ensure seamless customer experience and timely resolution of inter-departmental dependencies.