Job Purpose To lead and manage the complete CRM function for the organization, overseeing customer lifecycle management from booking to handover. Ensures operational excellence, high customer satisfaction, timely documentation, error-free processes, reduced escalations, and strong coordination with internal departments for seamless customer experience.

Key Responsibilities

1. Strategic Leadership & CRM Operations Management

- Define CRM policies, SOPs, and workflow standards.

- Ensure efficient functioning of TLs, RMs, Coordinators, and Support staff.

- Oversee customer lifecycle activities including documentation, agreements, payments, loans, registration, and handover.

1. Customer Satisfaction & Escalation Management

- Handle high-level escalations from customers and internal teams.

- Implement systems to reduce repeat issues and improve customer satisfaction scores.

- Establish explicit communication channels for customers and CRM team members.

1. Documentation, Agreements & Compliance

- Ensure all customer agreements, registrations, and documentation follow legal accuracy and compliance protocols.

- Monitor timelines for KYC collection, agreement drafting, execution, and registration.

- Coordinate closely with Legal for documentation correctness and timely clearances.

1. Financial Coordination & Collections Oversight

- Oversee milestone payment follow-ups and financial compliance.

- Review payment MIS daily and drive collection performance.





- Coordinate with Finance for SOA, receipts, refunds, credit notes, and reconciliation.

1. Cross-Department Collaboration

- Work closely with:

- Projects for handover readiness and snag closures

- Legal for agreements and registration

- Finance for collections

- Sales for customer transition

- Business Process for CRM dashboards and audits

- Lead CRM representation in management meetings.

1. Handover & Post-Handover Management

- Ensure smooth customer handover with final inspection, documentation, and satisfaction checks.

- Coordinate with Maintenance and Projects to resolve snag and rectification issues.

1. Process Improvement & Governance

- Identify process gaps, delays, and performance improvement areas.

- Implement automation and CRM tool enhancements (Salesforce/SAP).

- Ensure adherence to all CRM SOPs, checklists, and compliance guidelines.

1. Team Performance Management

- Lead and guide TLs, RMs, Coordinators, and CRM Support staff.

- Conduct performance appraisals, training, and development programs.

- Monitor productivity and ensure high team efficiency.

1. Reporting & Management Updates

- Provide daily, weekly, and monthly CRM MIS to senior management.

- Review reports on agreements, payments, loans, registration, and handover status.

- Prepare dashboards for customer satisfaction, escalations, and turnaround times.

📌 Head Crm (Chennai)
🏢 G Square Housing
📍 Chennai