Head – CRM (Customer Relationship Management)

Location :Goregaon, Mumbai

Experience:10–16 Years

Industry Preference : Real Estate Developers / Construction / Redevelopment

Job Summary

We are looking for an experienced Head – CRM to lead the Customer Relationship Management function for our residential real estate projects. The ideal candidate will be responsible for managing the complete customer journey from booking to possession and post-possession services, ensuring exceptional customer satisfaction while driving operational excellence. The role requires robust leadership, customer-centric thinking, process management, and coordination with cross-functional teams.

Key Responsibilities

Lead the end-to-end CRM function across residential real estate projects.
Ensure a seamless customer experience from booking, agreement execution, payment follow-ups, possession, and post-possession support.
Develop and implement customer engagement and retention strategies to enhance customer satisfaction and brand loyalty.
Manage customer escalations, grievances,



and service requests with timely resolution.
Coordinate with Sales, Projects, Legal, Finance, Accounts, Liaison, and Marketing teams to ensure smooth execution of customer commitments.
Oversee agreement registration, documentation, possession scheduling, handover formalities, and customer communication.
Monitor collections and payment follow-ups in coordination with the Finance and Sales teams.
Ensure compliance with RERA guidelines and company policies throughout the customer lifecycle.
Establish and monitor CRM processes, SOPs, KPIs, and service standards.
Analyze customer feedback and implement process improvements to enhance service quality.
Prepare MIS reports, dashboards, and periodic performance reports for senior management.
Lead, mentor, and develop the CRM team to achieve operational excellence and service excellence.
Drive continuous improvement initiatives and digital transformation within the CRM funct

📌 CRM Head(Real Estate) (Mumbai)
🏢 DGS Group Builders And Developers
📍 Mumbai