Purpose/Objective

The Lead - Cluster CRM is responsible for managing all post-sales customer interactions and ensuring a seamless customer experience for assigned sites.
This role oversees end-to-end customer relationship management, including sales documentation, collections, and issue resolution, from the booking stage through to customer handover.
The Lead plays a crucial role in maintaining customer satisfaction and ensuring operational efficiency across all CRM processes.

Key Responsibilities of Role

Lead - CRM Cluster Customer Experience and Relationship Management: Engages with customers to understand their needs and address any issues, creating viable solutions that enhance customer satisfaction at the site level.
Manages the entire post-sales journey, ensuring a smooth transition from booking to handover and maintaining high levels of customer retention and satisfaction.
Collects customer feedback on CRM practices and applies insights to improve processes, campaigns, and overall customer experience.
Operational Management: Ensures site-level adherence to Standard Operating Procedures (SOPs) and timeline compliance for all CRM functions.
Manages daily customer grievances, escalations, and complex issues requiring expert intervention, ensuring a prompt and satisfactory resolution.
Coordinates with internal teams, including sales, finance, and project management, to streamline collections and enhance customer service.
Financial Performance and CRM Analysis: Conducts periodic audits, capacity planning, and cost/benefit analysis to optimize CRM operations and performance at the site.
Monitors data on consumer engagement, program usage, and behavioral trends to identify potential improvements in customer service and ROI on CRM activities.
Team Management and Development: Supervises and supports the CRM team at the site,



providing guidance, training, and capacity planning to maintain high productivity levels.
Fosters a cooperative environment, equipping the team with necessary resources and expertise to resolve customer concerns effectively.
Ensures CRM initiatives align with customer satisfaction targets, driving improvements in Net Promoter Scores (NPS) and customer loyalty.
Customer Retention and Loyalty Program Management: Oversees loyalty programs and customer retention initiatives to support long-term engagement.
Collaborates with marketing and sales teams to refine and promote loyalty and referral programs, supporting business growth through customer satisfaction.
Key Stakeholders - Internal Finance Team Projects Team Legal Team Architectes Facility Management Team Marketing and Sales Team Branding Team Key Stakeholders - External Bankers Customers

Technical Competencies

Business Process Improvement-REA,Customer Centricity-REA,Customer Lifecycle Management-REA,Customer Queries Management-REA,Customer Relationship Management-REA,Data Analysis-REA,Documentation and Records Management-REA

Qualifications and Experience

- Bachelor's degree in Business Administration, Marketing, Management, Commerce, or a related field.
MBA/PGDM preferred.
- 15+ years of experience in Customer Relationship Management, Customer Experience, Post-Sales Operations, and Collections, preferably in the Real Estate industry.
- Minimum 5 years of leadership experience managing CRM operations across multiple projects/business units.
- Strong expertise in customer lifecycle management, escalation handling, collections, customer retention, and stakeholder management.
- Proven experience in leading large teams, driving customer satisfaction (NPS), process excellence, and CRM transformation initiatives.
- Excellent leadership, communication, analytical, and problem-solving skills.

📌 SBU Head - CRM (Customer Experience & Post-sales) (Mumbai)
🏢 Adani Group
📍 Mumbai