Head - CRM - Real Estate

CRM & Customer Experience Lead - Real Estate

About the Role

Our client is looking for an experienced CRM professional to lead customer relationship management, collections coordination, and customer experience initiatives within the real estate sector. The role requires strong stakeholder management skills, operational excellence, and the ability to drive customer satisfaction across the entire lifecycle.

Key Responsibilities

- Drive customer relationship management initiatives and ensure achievement of business and customer satisfaction goals

- Manage customer documentation, agreements, and related coordination processes

- Build and maintain strong relationships with existing customers and channel stakeholders

- Oversee collections coordination and banking-related customer support activities

- Lead and mentor a small team to ensure efficient CRM operations

- Handle customer queries, concerns, and escalations in a timely and professional manner

- Implement processes to improve turnaround time for grievance resolution and customer support

- Collaborate closely with cross-functional teams including sales, finance, and project teams to ensure seamless customer experience

- Analyze customer feedback and operational data to enhance service delivery and process efficiency

- Support implementation and optimization of CRM tools and systems

- Prepare reports, MIS dashboards, and business updates using MS Office tools

Qualifications & Experience

- Graduate in any discipline; relevant certifications or specialization would be an advantage

- Proven experience in CRM/customer experience functions within the real estate industry

- Prior experience in team handling and stakeholder management preferred

Desired Skills & Competencies

- Strong understanding of CRM operations and customer lifecycle management

- Proficiency in MS Office, especially MS Excel and professional communication drafting

- Strong interpersonal, problem-solving, and team management skills

- Self-driven, detail-oriented, and result-focused approach