Description:

Location: Bangalore

Role:

The Head CRM will be responsible for defining, leading, and executing the CRM strategy across projects and regions, ensuring superior customer experience throughout the lifecycle. The role involves managing a large CRM team, strengthening brand credibility, driving customer loyalty, ensuring collections efficiency, and aligning CRM processes with sales, finance, legal, and project delivery teams.

Key Responsibilities:

CRM Strategy & Leadership

- Develop and implement an integrated CRM strategy across all Sattva projects.

- Lead, mentor, and manage a CRM organization of 35+ team members across multiple regions and projects.

- Establish standardized CRM processes, SOPs, and service benchmarks to ensure uniform customer experience.

- Foster a high-performance, customer-first culture across the CRM function.

Customer Experience & Brand Building

- Ensure delivery of consistent and superior customer service across pre-sales, sales, handover, and post-sales stages.

- Strengthen brand perception by ensuring timely, transparent, and proactive customer communication.

- Institutionalize best-in-class customer engagement practices aligned with global and industry benchmarks.

- Design and implement customer loyalty and referral programs; monitor effectiveness and improve continuously.

Customer Relationship Management & Feedback

- Drive customer relationship initiatives to enhance satisfaction, retention, and advocacy.

- Establish a robust customer feedback and grievance redressal mechanism.

- Analyze customer feedback and complaints to identify recurring themes and provide actionable insights to internal teams.

- Maintain a centralized repository of customer complaints, resolutions, and learnings.

Commercial & Collections Management

- Establish and manage pre-sales and post-sales commercial processes for effective sales realization.

- Ensure timely invoicing, billing, and follow-ups to support adherence to payment schedules.

- Develop and implement a robust collections tracker and reminder system across projects.

- Monitor receivables closely and ensure minimal outstanding dues and zero revenue leakages.

- Coordinate with Finance to ensure adequate working capital for CRM and customer care operations.

Legal & Compliance Coordination

- Coordinate with the Legal team on sale deeds, lease agreements, and contractual documentation.

- Ensure all commercial processes adhere to legal, financial, and compliance frameworks.

- Prevent revenue leakages arising from documentation errors or inaccuracies.

Process Improvement & MIS

- Establish streamlined query resolution mechanisms, including call center and digital platforms.

- Ensure CRM systems and databases are updated with accurate and timely information.

- Drive preparation and submission of accurate MIS reports related to customer service, collections, complaints, and escalations.

- Provide periodic reports and insights to Top Management to support decision-making.

Cross-Functional Collaboration

- Work closely with Project Delivery teams to understand design parameters and construction progress.

- Provide structured customer feedback to Project and Design teams for continuous improvement.

- Collaborate with Sales, Marketing, Finance, Legal, and Operations teams to ensure seamless customer journeys.

Budgeting & Resource Planning

- Provide inputs for CRM departmental budgeting and ensure adherence to approved budgets.

- Optimize manpower deployment and productivity across CRM teams.

People Management & Capability Building

- Mentor, coach, and develop CRM managers and executives to build a strong leadership pipeline.

- Conduct regular performance reviews and implement effective performance management systems.

- Ensure adherence to training calendars for self and team; identify skill gaps and training needs.

- Promote a culture of learning, innovation, accountability, and service excellence.

Key Skills & Competencies:

- Strong leadership and people management skills with experience handling large teams (35+).

- Deep understanding of CRM processes, customer lifecycle management, and real estate operations.

- Strong commercial acumen with experience in collections, billing, and revenue assurance.

- Excellent stakeholder management and cross-functional collaboration abilities.

- Analytical mindset with strong MIS, reporting, and process improvement skills.

- High customer orientation with problem-solving and escalation management capabilities.