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 robust 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 skilled experience).

📌 Head Crm / Senior Crm Specialist Chennai
🏢 Golden Opportunities
📍 Chennai