Customer Relationship Management Own and manage the end-to-end customer journey from booking to possession and post-handover support Act as the single point of contact for high-value and escalated customer cases Ensure high customer satisfaction and retention through proactive engagement and service excellence Team Leadership Operations Lead mentor and manage the CRM team across projects Define CRM processes SOPs and escalation matrices Set team KPIs and monitor performance productivity and service timelines Sales Coordination Closures Coordinate with sales teams for booking confirmations documentation and handovers Support sales closures by ensuring smooth customer onboarding and compliance Ensure accurate booking data agreements and customer records in CRM systems Documentation Legal Coordination Coordinate with legal teams for Agreement to Sale Allotment Letters and registration processes Ensure compliance with RERA guidelines statutory requirements and internal policies Oversee document verification execution and secure custody Collections Finance Coordination Track customer payment schedules and follow up for timely collections Coordinate with finance teams on receivables dues and payment reconciliations Manage defaulters waivers and escalation cases as per company policy Post-Sales Handover Management Oversee possession snag-list management and handover processes Coordinate with project engineering and facility teams to resolve customer issues Ensure smooth transition to facility management or society management post-handover CRM Systems Data Management Implement manage and optimize CRM software and reporting dashboards Ensure data accuracy MIS reporting and analytics for management review Generate insights on customer trends complaints collections and service gaps Escalation Risk Management Handle critical customer escalations legal notices and disputes Proactively identify risks impacting customer satisfaction or collections Work closely with management to resolve conflicts and safeguard brand reputation

📌 Crm Head (Mumbai)
🏢 Acme Services
📍 Mumbai