Head of CRM / Senior CRM Specialist

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 solid 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 efficient 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.
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📌 Head CRM/ senior CRM Specialist (Chennai)
🏢 Golden Opportunities
📍 Chennai