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 strong 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 function.

Required Skills & Competencies

- Robust expertise in end-to-end Real Estate CRM operations.

- Excellent customer relationship and grievance management skills.

- Sound knowledge of Agreement for Sale, registration, possession, and handover processes.

- Thorough understanding of RERA regulations and compliance.

- Experience in collections coordination and customer payment management.

- Strong leadership and team management capabilities.

- Excellent communication, negotiation, and interpersonal skills.

- Strong analytical and problem-solving abilities.

- Proficiency in CRM software,ERP systems, MS Excel, and MIS reporting.

- Ability to manage multiple projects and stakeholders simultaneously.

Preferred Candidate Profile

- Graduate in any discipline; MBA or equivalent qualification will be an added advantage.

- 10–16 years of experience in CRM with a reputed Real Estate Developer.

- Proven experience handling residential projects and leading CRM teams.

- Strong exposure to customer lifecycle management, collections, documentation, possession, and post-possession services.

- Excellent stakeholder management and cross-functional coordination skills.

- Candidates based in or willing to work from Goregaon, Mumbai will be preferred.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT) Score

- Complaint Resolution Turnaround Time (TAT)

- Collection Efficiency

- Timely Agreement Registration & Possession

- Escalation Resolution Rate

- Customer Retention & Referral Metrics

- CRM Process Compliance

- Team Performance & Productivity

- MIS Accuracy & Timely Reporting

To Apply :
Share your candidature on the given number +91 70289 85863 or [email protected]

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