Job Summary

We are looking for an experienced Head CRM to lead a large CRM team and manage customer relationship operations for a premium real estate portfolio. The candidate will be responsible for managing HNI and NRI clients, handling high-value customer escalations, ensuring excellent customer experience, and driving seamless coordination across internal and cross-functional departments.

Key Responsibilities

- Lead, manage, and mentor a large CRM team to ensure efficient customer service delivery and achievement of defined KPIs.
- Manage relationships with HNI, NRI, and high-value customers, ensuring personalized and premium customer service.
- Handle and resolve complex and escalated customer concerns with a strong focus on customer satisfaction and retention.
- Oversee customer requests related to demands, payment plans, time extensions, correspondence details, cancellations, payment updates, interest clearance, and NOC.
- Guide HNI/NRI customers on processes and ensure timely communication regarding updates related to their purchases.
- Coordinate with Legal, Finance, Planning, Projects, Sales, and other departments for timely resolution of customer concerns.
- Manage and monitor No Dues, NOC, possession, and post-possession related processes.
- Verify possession-related documentation and coordinate with customers for completion and execution of required documents.
- Personally handle and meet HNI/NRI customers for critical issues, escalations, NOC, possession, and other customer requirements.
- Monitor the initiation of compulsory maintenance and applicable penalties across different projects.
- Resolve customer queries related to parking and other project-specific issues in coordination with Planning and concerned departments.
- Handle customer requests raised between the No Dues and Possession stages, including offers and other special requests, in coordination with relevant authorities.




- Ensure strong follow-up with backend and respective departments for timely closure of customer concerns.
- Ensure accurate maintenance of customer data, service requests, follow-ups, and case status through SAP and Salesforce.
- Drive effective adoption and utilization of SAP, Salesforce, and CRM systems across the team.
- Prepare and review MIS, dashboards, ageing reports, escalation reports, and customer service performance reports.
- Establish and monitor SLA/TAT-based resolution mechanisms for customer requests and escalations.
- Identify opportunities to improve CRM processes, customer experience, and operational efficiency.
- Build robust relationships with key HNI/NRI customers and ensure a high level of customer engagement throughout the customer lifecycle.
- Ensure compliance with applicable real estate regulations, company policies, documentation standards, and corporate governance requirements.

Preferred Candidate Profile

- 12–15 years of relevant experience in CRM/Customer Relationship Management, preferably with a leading real estate organization.
- Proven experience in heading a large CRM team and managing multiple projects/customer portfolios.
- Strong experience in handling HNI, NRI, VIP, and high-value customers.
- Excellent understanding of the real estate customer lifecycle, including allotment, demands, payment plans, documentation, No Dues, NOC, possession, cancellations, and post-possession processes.
- Strong knowledge of real estate documentation and applicable regulatory requirements.
- Proven ability to manage large teams, senior stakeholders, and critical customer escalations.
- Excellent leadership, communication, negotiation, presentation, and interpersonal skills.
- Strong customer-centric approach with excellent problem-solving, decision-making, and escalation-management skills.
- Hands-on experience with SAP and Salesforce is highly preferred.
- Proficiency in MS Office, CRM platforms, MIS, dashboards, and reporting tools.
- High standards of ethics, integrity, confidentiality, and corporate governance..

📌 Head CRM (Noida)
🏢 Gaurs
📍 Noida