Job Summary:

The Vice President - Sales & CRM will be responsible for driving the organizations overall sales strategy, revenue growth, customer acquisition, channel development, and customer relationship management for Maestro Realtek.

The role will lead the end-to-end sales and CRM function across project sales, channel sales, direct sales, HNI relationships, key accounts, customer onboarding, collections, post-sales service, and customer retention.

The VP - Sales & CRM will work closely with the leadership team to develop and execute business strategies, achieve project-wise sales and collection targets, strengthen the Maestro brand, expand the customer and channel partner network, and create a consistent, high-quality customer experience throughout the customer lifecycle.

The position will also be responsible for building a high-performing sales and CRM organization, establishing robust processes and performance metrics, leveraging CRM and sales analytics, and ensuring strong coordination between Sales, CRM, Marketing, Finance, Legal, Projects, and other functions.

Key Roles & Responsibilities:

1. Sales Strategy & Business Leadership:

- Develop and implement the overall sales strategy in line with Maestro Realteks business objectives and growth plans.

- Translate the organizations strategic vision into clear annual, quarterly, and monthly sales plans.

- Lead project-wise sales planning and participate in setting and approving annual sales targets.

- Develop sales strategies for direct sales, channel sales, HNI sales, institutional relationships, and key accounts.

- Identify new markets, customer segments, sales opportunities, and revenue streams.

- Develop strategies to improve sales velocity, conversion rates, average ticket size, and overall revenue realization.

- Monitor market conditions and proactively adapt sales strategies to changing customer and competitive dynamics.

- Work closely with senior management on business planning, project launches, pricing strategies, and sales forecasts.

2. Revenue & Sales Performance Management:

- Own overall sales revenue and collection targets for the organization or projects under the role.

- Establish clear sales KPIs and performance benchmarks for the Sales and CRM teams.

- Monitor sales pipeline, bookings, conversions, cancellations, collections, receivables, and revenue realization.

- Conduct regular sales performance reviews and implement corrective actions wherever required.

- Develop accurate sales forecasts and maintain visibility on future revenue pipelines.

- Drive initiatives to improve lead-to-booking conversion and reduce sales cycle time.

- Monitor project-wise performance against targets and identify gaps and opportunities.

- Ensure strong sales discipline, reporting, review mechanisms, and accountability across the team.

3. Business Development & Market Expansion:

- Identify and develop new business opportunities and markets for Maestro Realtek.

- Develop strategies for new project launches, market expansion, and customer acquisition.

- Build relationships with HNI/UHNI customers, investors, corporate clients, institutions, and strategic partners.

- Develop new sales channels and strategic alliances to expand the organizations market reach.

- Identify opportunities for domestic and international business development.

- Represent the organization at key industry forums, exhibitions, conferences, networking events, and business functions.

- Maintain strong awareness of market trends, customer preferences, competitor activity, pricing, and new project developments.

4. Channel Sales & Partner Management:

- Develop and lead the overall channel sales strategy.

- Identify, appoint, onboard, and develop high-performing channel partners and brokers.

- Build a strong and productive channel partner ecosystem across relevant markets.

- Develop HNI-focused partnerships, referral networks, strategic alliances, and other alternative sales channels.

- Establish channel partner performance targets, incentive structures, engagement programs, and review mechanisms.

- Monitor channel productivity, contribution, conversion, and revenue generation.

- Ensure timely payouts and settlements to eligible brokers and channel partners.

- Maintain strong relationships with key channel partners and develop long-term strategic partnerships.

5. CRM Strategy & Customer Lifecycle Management:

- Own the complete Customer Relationship Management (CRM) function from booking through possession and post-sales service.

- Develop and implement a customer-centric CRM strategy aligned with the organizations brand promise.

- Establish standardized processes for customer onboarding, documentation, communication, service requests, payment follow-ups, registration, possession, and post-sales support.

- Ensure smooth handover of customers from Sales to CRM or Post-Sales teams.

- Develop customer communication protocols and service standards at every stage of the customer journey.

- Ensure timely communication with customers regarding project milestones, construction progress, payment schedules, documentation, registration, possession, and other key activities.

- Monitor customer satisfaction, complaints, escalations, turnaround time, and service quality.

- Develop initiatives to improve customer retention, referrals, repeat business, and customer advocacy.

6. Collections & Receivables Management:

- Drive achievement of project-wise collection and receivable targets in coordination with Finance and CRM teams.

- Establish effective processes for payment follow-ups and collection tracking.

- Monitor overdue accounts, outstanding payments, and collection risks.

- Ensure timely customer communication and payment reminders.

- Develop strategies to reduce outstanding receivables and improve collection efficiency.

- Work closely with Finance, Legal, Sales, and CRM teams to resolve collection-related issues.

- Ensure appropriate escalation and resolution mechanisms for delayed payments.

7. Post-Sales & Customer Experience:

- Ensure a seamless post-sales experience from booking to registration and possession.

- Establish clear processes for documentation, agreements, registration, payment milestones, possession, and customer handover.

- Ensure statutory and regulatory requirements related to customer registration and documentation are completed within defined timelines.

- Drive proactive communication with customers throughout the construction and delivery cycle.

- Ensure timely resolution of customer queries, complaints, and escalations.

- Develop customer experience metrics and continuously improve service delivery.

- Build a strong culture of ownership and customer-centricity across the Sales and CRM functions.

8. CRM Technology, MIS & Analytics:

- Drive effective utilization of CRM systems across the Sales and CRM teams.

- Ensure accurate and timely capture of leads, customer information, interactions, follow-ups, bookings, collections, and service requests.

- Develop dashboards and MIS reports for sales pipeline, conversion, channel productivity, collections, customer service, and business performance.

- Use CRM data and analytics to identify trends, improve productivity, and support business decisions.

- Ensure data accuracy, governance, confidentiality, and process compliance within the CRM ecosystem.

- Identify opportunities for automation and digital transformation across Sales and CRM processes.

9. Sales & CRM Process Excellence:

- Develop and standardize sales and CRM processes across projects and locations.

- Establish SOPs, policies, approval processes, and governance mechanisms.

- Identify process gaps and implement initiatives to improve efficiency and customer experience.

- Establish clear SLAs for customer servicing, lead management, documentation, collections, and complaint resolution.

- Ensure effective coordination between Sales, CRM, Marketing, Finance, Legal, Projects, and other internal functions.

- Continuously review and improve the organizations sales and customer lifecycle processes.

10. Marketing & Lead Generation:

- Work closely with the Marketing team to develop effective lead-generation and customer acquisition strategies.

- Provide market and customer insights to support marketing campaigns and project positioning.

- Monitor the effectiveness and ROI of sales and marketing campaigns.

- Ensure effective conversion of marketing-generated leads into qualified opportunities and bookings.

- Develop strategies for digital, direct, referral, event-based, and other lead-generation channels.

- Ensure alignment between marketing communication, customer expectations, and the actual project proposition.

11. Sales Training & Capability Development:

- Develop a comprehensive training and capability-building program for Sales and CRM teams.

- Train teams on consultative selling, customer engagement, negotiation, CRM usage, documentation, collections, and customer service.

- Establish onboarding and induction programs for new employees.

- Identify skill gaps and develop individual and team-level development plans.

- Coach sales leaders and managers to improve performance and leadership capabilities.

- Promote a culture of continuous learning, accountability, and performance excellence.

12. Team Leadership & People Management:

- Lead and mentor the Sales and CRM leadership team and provide strategic direction to the overall function.

- Define organizational structure, roles, responsibilities, KPIs, and performance expectations.

- Recruit, develop, motivate, and retain high-performing Sales and CRM professionals.

- Conduct periodic performance reviews and establish performance improvement plans wherever required.

- Identify critical and high-potential talent and develop succession plans.

- Drive employee engagement and ensure a strong performance-oriented culture.

- Maintain focus on retaining key talent and minimizing employee attrition.

- Ensure compliance with company policies, processes, and people-management practices.

13. Reporting & Management Reviews:

- Prepare and present regular Sales and CRM performance reports to the CEO, Managing Director, or Leadership Team.

- Provide insights on sales bookings, revenue, project-wise target achievement, sales pipeline, forecasting, lead generation, channel partner performance, HNI and key account performance, collections, receivables, customer satisfaction, complaints, registration, possession status, and CRM performance.

- Provide actionable recommendations based on business and customer data.

14. Risk Management & Governance:

- Identify key risks related to sales, customer commitments, collections, channel partners, documentation, and customer servicing.

- Develop appropriate mitigation plans and escalation mechanisms.

- Ensure compliance with applicable regulatory, statutory, contractual, and organizational requirements.

- Establish appropriate controls to minimize sales and customer-related risks.

- Ensure ethical and transparent sales practices across the organization.

Key Performance Indicators:

The role will be measured against key business and customer metrics, including:

- Achievement of annual and project-wise sales targets

- Revenue and booking growth

- Collection and receivables performance

- Lead-to-booking conversion

- Sales pipeline and forecast accuracy

- Channel partner contribution and productivity

- HNI/UHNI and key account acquisition

- Customer satisfaction and NPS/CSAT

- Customer complaint resolution and SLA adherence

- Registration and possession timelines

- Cancellation and attrition rates

- CRM adoption and data quality

- Sales team productivity

- Employee retention and capability development

- Sales and marketing ROI

Education & Experience:

Educational Qualification:

- Bachelors degree in Business Administration, Marketing, Media & Communication, or a related discipline.

- MBA/PGDM in Sales & Marketing, Business Management, or a related specialization is preferred.

Professional Experience:

- Minimum 15+ years of overall professional experience, with preferably 10+ years of relevant experience in Real Estate, Property Sales, Channel Sales, or a related industry.

- Proven experience in leading large-scale Sales and/or CRM functions.

- Strong track record of achieving revenue, sales, and collection targets.

- Experience in real estate project sales, channel sales, HNI/UHNI sales, and customer lifecycle management will be preferred.

- Experience in CRM transformation, sales process development, and data-driven sales management will be an advantage.

- Demonstrated experience in building, leading, and developing high-performing sales and CRM teams.

Core Competencies & Skills:

- Strategic Sales Leadership

- Revenue & Business Development

- Real Estate Sales & Channel Management

- CRM & Customer Lifecycle Management

- HNI/UHNI & Key Account Management

- Sales Forecasting & Pipeline Management

- Collections & Receivables Management

- Customer Experience & Service Excellence

- Market Intelligence & Competitive Analysis

- Negotiation & Stakeholder Management

- Sales Analytics & CRM Technology

- Process Excellence & Governance

- People Leadership & Talent Development

- Strong commercial and business acumen

- Excellent communication and presentation skills

- Strong decision-making and problem-solving ability

- High customer orientation and relationship-building skills

- Strong ownership, accountability, integrity, and execution focus

Leadership Expectations:

The VP - Sales & CRM is expected to act as a strategic business leader and not merely as a sales-function head. The incumbent should be capable of owning revenue, building scalable sales channels, strengthening customer relationships, improving collections, developing a high-performing team, and creating a differentiated customer experience.

The ideal candidate will combine strong real estate sales expertise with strategic thinking, CRM leadership, commercial acumen, data-driven decision-making, and exceptional people leadership to support Maestro Realteks next phase of growth.