Head - CRM

Our client is looking to appoint a Head - Customer Relationship Management (CRM) to lead the end-to-end customer experience journey across its premium residential developments. This is a strategic leadership role focused on delivering exceptional customer experiences from post-sales engagement through possession and beyond, while building long-term relationships with high-net-worth and discerning homebuyers. Key Responsibilities Lead the entire post-sales customer lifecycle, including onboarding, collections coordination, construction updates, possession, handover, and post-possession support. Drive customer satisfaction, loyalty, and advocacy through best-in-class service delivery. Manage customer communications, escalations, and grievance resolution with a proactive approach. Oversee possession planning and handover processes across multiple residential projects. Partner closely with Sales, Projects, Construction, Finance, Legal, and Facility Management teams to ensure seamless customer journeys. Establish and continuously improve CRM processes, service standards, and customer engagement initiatives. Leverage CRM tools, analytics, and customer insights to enhance operational efficiency and customer experience. Lead, mentor, and develop a high-performing CRM team. Ideal Candidate 18 years of experience in Customer Relationship Management within residential real estate. Strong exposure to luxury or premium residential developments. Proven track record in customer experience management, possession planning, and escalation handling. Experience managing high-value customers, investors, HNIs, and NRI clientele. Strong leadership, stakeholder management, communication, and problem-solving skills. Why Consider This Opportunity? Opportunity to shape the customer experience function for a premium real estate brand. High visibility role with leadership interaction and strategic impact. Chance to drive service excellence across landmark residential developments.