Job Title: Head Customer Relationship Management (CRM)
Department: Customer Relationship Management
Industry: Construction / Real Estate
Experience: 15+ Years
Location: Head Office, Film Nager, Hyderabad
Reports To: Managing Director

The Head Customer Relationship Management (CRM) is responsible for leading the organization's customer relationship strategy across the entire customer lifecycle, from booking to project handover and post-possession support. The role focuses on delivering exceptional customer experiences, strengthening customer loyalty, managing escalations, and ensuring seamless coordination with internal departments to achieve high standards of service excellence.

Key Responsibilities

Strategic Leadership

- Develop and execute the organization's CRM strategy in alignment with business objectives.
- Establish customer service standards, policies, and processes to deliver a consistent customer experience.
- Drive customer-centric initiatives to enhance satisfaction, loyalty, and brand reputation.
- Lead digital transformation initiatives related to CRM systems and customer engagement.

Customer Lifecycle Management

- Oversee customer interactions from booking through possession and post-handover services.
- Ensure timely communication on project milestones, payment schedules, documentation, possession, and maintenance transitions.
- Monitor customer touchpoints to improve overall customer experience.

Customer Service & Escalation Management

- Lead the resolution of critical customer complaints and escalations.
- Implement preventive measures to reduce recurring customer issues.
- Ensure adherence to defined service-level agreements (SLAs) and turnaround times.

Cross-Functional Coordination





- Collaborate with Sales, Projects, Engineering, Finance, Legal, Marketing, and Facility Management teams to ensure smooth customer service delivery.
- Coordinate with project teams to ensure commitments made to customers are fulfilled.
- Support leadership in improving customer communication during project execution.

Team Leadership

- Build, lead, mentor, and develop a high-performing CRM team.
- Define team objectives, KPIs, and performance metrics.
- Conduct regular performance reviews and capability development initiatives.

Reporting & Process Improvement

- Analyze customer feedback, complaints, and satisfaction trends to identify improvement opportunities.
- Present MIS reports, dashboards, and customer insights to senior management.
- Drive process automation and continuous improvement initiatives within the CRM function.

Compliance & Governance

- Ensure customer-facing processes comply with applicable regulations and company policies.
- Maintain accurate customer records and documentation.
- Support audits and ensure adherence to quality and compliance standards.

Qualifications

- Bachelor's degree in Engineering, Business Administration, Marketing, or a related discipline.
- MBA or equivalent postgraduate qualification is preferred.
- Certifications in Customer Relationship Management,



Customer Experience (CX), or Project Management are an advantage.

Experience

- Minimum 15 years of experience in Customer Relationship Management, with substantial experience in the construction or real estate industry.
- Proven leadership experience managing large CRM teams and customer operations.
- Strong understanding of the construction project lifecycle, customer handover, and post-possession processes.
- Experience in handling complex customer escalations and implementing customer service improvements.

Required Skills

- Strategic leadership and decision-making abilities.
- Excellent communication, negotiation, and stakeholder management skills.
- Robust customer service orientation and conflict-resolution expertise.
- In-depth knowledge of CRM platforms, ERP systems, and Microsoft Office.
- Strong analytical, reporting, and presentation skills.
- Ability to manage multiple projects and cross-functional teams.
- High level of professionalism, integrity, and customer focus.

Key Performance Indicators (KPIs)

- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Customer complaint resolution time
- SLA adherence
- Customer retention and referral rates
- Reduction in customer escalations
- CRM process efficiency and automation
- Team productivity and engagement
- Accuracy and timeliness of MIS reporting

Preferred Competencies

- Customer-centric leadership
- Strategic planning and execution
- Change management
- Process excellence
- Problem-solving and decision-making
- Relationship building and stakeholder management
- Team development and coaching
- Continuous improvement mindset

📌 Crm Lead (Telangana)
🏢 Sadhana Gruh Nirman
📍 Telangana