Job Summary

We are seeking a strategic and customer-centric leader to head the CRM function at an enterprise level. The VP - CRM will drive customer experience across the lifecycle-after deposit amount is received by sales team then CRM engagement starts with client. This would include collections along with registrations till post possession. Also required is raising invoices for maintenance-while building scalable systems, leading large teams, and aligning CRM strategy with business growth objectives. Reporting is to Chief Sales Officer.

Key Responsibilities

Strategic Leadership

- Define and implement the overall CRM and customer experience strategy across all projects

- Drive customer lifecycle management including pre-sales, sales support, post-sales, and retention

- Establish CRM as a key business function contributing to revenue, brand loyalty, and referrals

Customer Experience & Satisfaction

- Design and implement best-in-class customer journey frameworks

- Monitor and improve NPS (Net Promoter Score) and customer satisfaction metrics

- Handle high-value client escalations and ensure resolution with minimal TAT

Operations & Process Excellence

- Build and optimize CRM processes, SOPs, and automation frameworks

- Oversee collections, documentation, agreement execution, and handover processes

- Ensure seamless coordination with Sales, Marketing, Legal, Finance, and Project teams

Technology & Data Management

- Lead CRM platform strategy (e.g., Salesforce, Zoho, or other enterprise systems)

- Drive data-driven decision-making through analytics, dashboards, and reporting

- Ensure data integrity, compliance, and system adoption across teams

Team Leadership

- Lead, mentor, and scale a high-performing CRM team across multiple locations/projects

- Set KPIs, monitor performance, and build a strong customer-first culture

- Collaborate with HR on hiring, training, and capability building

Required Qualifications & Experience

- Degree in Business, Marketing, or related field (MBA preferred)

- 12-18 years of experience in CRM/customer experience, with significant exposure to real estate

- Proven experience in leading large teams and multi-project CRM operations

- Strong understanding of real estate lifecycle (booking to possession and beyond)

- Experience in CRM system implementation and digital transformation initiatives

Key Skills & Competencies

- Strategic thinking with execution excellence

- Strong leadership and stakeholder management

- Customer-centric mindset with business acumen

- Advanced problem-solving and decision-making skills

- Data-driven approach with strong analytical capabilities

- Excellent communication and negotiation skills

Key Performance Indicators (KPIs)

- Customer satisfaction (CSAT) and NPS scores

- Collection efficiency and dues management

- TAT for query/complaint resolution

- Customer retention and referral rates

- Process efficiency and CRM system adoption

- Raising invoices for maintenance dues as required