Our client is looking to appoint a Head - Customer Relationship Management (CRM) to lead the end-to-end customer experience journey across its premium residential developments.

nThis is a strategic leadership role focused on delivering exceptional customer experiences from post-sales engagement through possession and beyond, while building long-term relationships with high-net-worth and discerning homebuyers.

nKey Responsibilities

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- Lead the entire post-sales customer lifecycle, including onboarding, collections coordination, construction updates, possession, handover, and post-possession support.
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- Drive customer satisfaction, loyalty, and advocacy through best-in-class service delivery.
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- Manage customer communications, escalations, and grievance resolution with a proactive approach.
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- Oversee possession planning and handover processes across multiple residential projects.
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- Partner closely with Sales, Projects, Construction, Finance, Legal, and Facility Management teams to ensure seamless customer journeys.
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- Establish and continuously improve CRM processes, service standards,



and customer engagement initiatives.
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- Leverage CRM tools, analytics, and customer insights to enhance operational efficiency and customer experience.
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- Lead, mentor, and develop a high-performing CRM team.
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nIdeal Candidate

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- 18+ years of experience in Customer Relationship Management within residential real estate.
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- Strong exposure to luxury or premium residential developments.
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- Proven track record in customer experience management, possession planning, and escalation handling.
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- Experience managing high-value customers, investors, HNIs, and NRI clientele.
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- Strong leadership, stakeholder management, communication, and problem-solving skills.
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nWhy Consider This Prospect?

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- Opportunity to shape the customer experience function for a premium real estate brand.
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- High visibility role with leadership interaction and strategic impact.
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- Chance to drive service excellence across landmark residential developments.
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📌 Head - CRM (Mumbai)
🏢 The Management Recruitment Group (MRG)
📍 Mumbai