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. /n This 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. /n Key Responsibilities /n /n
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.

/n /n Ideal Candidate /n /n
18+ years of experience in Customer Relationship Management within residential real estate.

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Solid 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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Robust leadership, stakeholder management, communication, and problem-solving skills.

/n /n Why Consider This Chance? /n /n
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 (India)
🏢 The Management Recruitment Group (MRG)
📍 India