Location: Hyderabad

Reporting To: AVP – CRM

Experience Required: 15+ Years

About The Role

The CRM Team Lead will be responsible for leading and managing the post-sales customer lifecycle, ensuring superior customer experience, timely issue resolution, and seamless coordination across internal and external stakeholders. The role requires a strategic leader with extensive experience in customer relationship management within the real estate sector, capable of driving customer satisfaction, process excellence, and team performance.

Key Responsibilities

Customer Relationship Management

Lead the end-to-end customer journey from booking through possession and post-possession support.
Ensure exceptional customer experience by proactively managing customer expectations and addressing concerns effectively.
Develop and implement customer engagement strategies to enhance satisfaction, retention, and brand advocacy.
Monitor customer feedback and identify opportunities for service improvement.

Team Leadership & People Management

Lead, mentor, and develop a high-performing CRM team.




Set performance goals, conduct regular reviews, and drive accountability across the team.
Foster a customer-first culture and ensure adherence to service standards and SLAs.
Build succession plans and support capability development within the team.

Stakeholder Management

Collaborate closely with Sales, Projects, Finance, Legal, Facilities Management, and external agencies to ensure seamless customer service delivery.
Act as the primary escalation point for critical customer issues and ensure timely resolution.
Facilitate cross-functional coordination to address project updates, documentation requirements, and customer communications.

Process Excellence & Compliance

Establish and continuously improve CRM processes, SOPs, and service frameworks.
Ensure compliance with RERA guidelines, company policies, and regulatory requirements.
Drive process automation and CRM system optimization to impr

📌 CRM TL (Hyderabad)
🏢 The Ark,Pune
📍 Hyderabad