TOP Renowned Real Estate Client of Career Planet

Head / General Manager Customer Relationship Management (CRM)

Work Location: SB Road, Pune

Industry: Real Estate Residential / Commercial / Mixed-Use Developments

Team Management Role

Position Overview

We are looking for a dynamic and customer-centric CRM Leader to head Customer Relationship Management operations across multiple real estate projects. The role will be responsible for managing the complete customer lifecycle from booking to possession and post-possession support, while driving customer satisfaction, collections efficiency, process excellence, customer loyalty, and service delivery standards.

The ideal candidate should have extensive experience in customer centricity, post-sales operations, collections management, registrations, possession planning, escalation management, customer experience enhancement, and team leadership within the real estate sector.

Key Responsibilities

Customer Lifecycle Management

- Lead and manage the complete customer journey from booking, onboarding, documentation, collections, registration, possession, handover, and post-possession support.
- Ensure seamless customer experience across all customer touchpoints.
- Develop and implement customer engagement strategies to improve satisfaction and retention.
- Establish best-in-class customer service standards across projects.

Customer Experience & Service Excellence

- Drive Customer Satisfaction (CSAT), Net Promoter Score (NPS), and overall customer delight initiatives.
- Design and implement customer loyalty, referral, and engagement programs.
- Introduce proactive customer communication frameworks and customer education initiatives.
- Monitor service quality and continuously improve customer experience processes.

Collections & Revenue Realization

- Lead collections strategy to ensure achievement of business collection targets.
- Monitor receivables, ageing analysis, delinquency management, and default prevention.
- Collaborate with Sales, Finance, Legal, and Banking partners to improve revenue realization.
- Develop collection forecasting and recovery mechanisms.

Registrations, Possessions & Handover

- Ensure smooth execution of registrations, possession planning, and customer handovers.
- Coordinate with legal, finance, projects,



and facility management teams for possession readiness.
- Monitor possession schedules and customer communication plans.
- Drive timely closure of post-possession service requests and defect management activities.

Escalation & Complaint Management

- Act as the final escalation authority for critical customer concerns.
- Handle executive-level, legal, social media, and RERA-related escalations.
- Establish structured escalation matrices and governance mechanisms.
- Ensure closure of complaints within defined turnaround timelines.

Process Excellence & Governance

- Develop, standardize, and continuously improve CRM SOPs, policies, and service frameworks.
- Implement service-level agreements (SLAs), KPIs, and operational performance metrics.
- Drive process optimization, automation, and continuous improvement initiatives.
- Ensure compliance with regulatory and organizational requirements.

Customer Analytics & Insights

- Analyze customer feedback, service trends, complaints, and operational metrics.
- Generate actionable insights for senior management.
- Build customer journey maps and identify improvement opportunities.
- Drive Voice of Customer (VOC) initiatives to strengthen customer engagement.

Stakeholder Management

- Collaborate with Sales, Projects, Marketing, Finance, Legal, Liaison, and Facility Management teams.
- Ensure alignment between business objectives and customer expectations.
- Build strong relationships with internal and external stakeholders.

Team Leadership

- Lead, mentor, and develop CRM teams across multiple projects.
- Define KRAs, KPIs, performance standards, and development plans.
- Foster a customer-first culture and drive operational excellence.
- Ensure high employee engagement, productivity, and retention.

Technology & Digital CRM Exposure The ideal candidate should have exposure to modern CRM and digital transformation initiatives including:

- Salesforce CRM or equivalent CRM platforms




- ERP systems and customer management platforms
- Customer self-service portals and mobile applications
- Digital documentation and workflow automation systems
- CRM dashboards and business intelligence tools
- Customer analytics and predictive reporting
- Collection tracking and automation tools
- Microsoft Excel, Power BI, and MIS reporting tools
- Process automation and digital customer engagement initiatives

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Collection Efficiency
- Revenue Realization
- Delinquency Reduction
- Complaint Resolution TAT
- Escalation Closure Rate
- Possession Readiness & Timely Handover
- Customer Retention & Referral Generation
- Process Compliance & SLA Adherence
- Team Productivity & Engagement

Desired Candidate Profile

- 15-25 years of experience in Customer Relationship Management, Customer Experience, Customer Centricity, Post-Sales Operations, or Client Services within the Real Estate sector.
- Proven experience managing large residential, township, mixed-use, or commercial developments.
- Robust exposure to collections, registrations, possessions, and customer lifecycle management.
- Experience handling senior-level customer escalations and service excellence initiatives.
- Demonstrated success in leading large teams and cross-functional stakeholders.

Educational Qualification

- MBA / PGDM preferred.
- Graduate in any discipline from a recognized university.

Core Competencies

- Customer Lifecycle Management
- Customer Experience Management
- Customer Loyalty & Referral Programs
- Collections Management
- Registration & Possession Management
- Escalation Management
- Service Delivery Excellence
- Process Design & SOP Development
- CRM Automation & Digital Transformation
- Customer Analytics & Insights
- Stakeholder Management
- Team Leadership & People Development
- Change Management
- Business Process Improvement
- Compliance & Governance

To apply for this job please share your cv on [email protected] or call us on (phone hidden) Leena Bhandari/ Ravi Cabral (phone hidden)

Please refer your friends & family for fantastic career in Real Estate!!

We do not charge candidates any fees for placements

📌 CRM Head For TOP Real Estate @ Pune
🏢 CAREER PLANET CONSULTANCY
📍 Pune