Lead the end-to-end customer lifecycle for high-net-worth (HNI) and ultra-high-net-worth (UHNI) clientele, ensuring premium, personalized experiences across all touchpoints. Drive customer experience strategy, CRM operations, and cross-functional collaboration to build loyalty, retention, and advocacy for a luxury-focused brand.

Responsibilities

- Own the end-to-end customer lifecycle from booking to post-possession, ensuring seamless, personalized communication and premium customer experiences across all touchpoints.
- Develop and implement customer experience standards inspired by luxury hospitality, designing engagement initiatives, concierge services, and exclusive customer programs.
- Build strong customer relationships through proactive communication and expectation management, driving loyalty, retention, referrals, and advocacy.
- Manage customer escalations with speed and professionalism, establish SLAs, resolve service issues, and implement continuous improvements.
- Partner with Sales, Marketing, Projects, Design, Finance, Legal, and Leadership teams to deliver a seamless customer journey.
- Build and optimize CRM processes, SOPs, workflows, and governance, ensuring process compliance, CRM adoption, and operational efficiency.
- Lead, mentor, and develop a high-performing CRM team,



driving a customer-centric culture while monitoring service KPIs and team performance.
- Analyze customer feedback, satisfaction metrics, and service trends, recommending strategic improvements to enhance customer experience and business outcomes.
- Deliver a premium handover experience through effective coordination, documentation, and customer onboarding.
- Foster long-term customer relationships through engagement programs, exclusive events, and community-building initiatives, encouraging referrals, testimonials, and brand advocacy.

Requirements

- 12 to 18 years of progressive experience in CRM, with a focus on HNI and UHNI segments.
- Proven expertise in customer journey management, customer experience strategy, and CRM operations.
- Strong leadership skills with experience building and managing high-performing teams.
- Excellent cross-functional collaboration abilities, working effectively with Sales, Marketing, Projects, Design, Finance, Legal, and Leadership.
- Analytical mindset with the ability to interpret customer insights and drive continuous improvement.
- Bachelors degree in Business, Marketing, or a related field (or equivalent professional experience).

📌 Head CRM / Senior CRM Specialist (Chennai)
🏢 Golden Opportunities
📍 Chennai