Purpose/Objective

The Head - CRM (Customer Experience & Post Sales) is responsible for leading the customer lifecycle journey from booking to possession and post-possession support.

The role focuses on enhancing customer satisfaction, ensuring seamless post-sales operations, managing escalations, driving service excellence, and strengthening customer relationships to improve brand loyalty and customer advocacy across Adani Realty projects.

Key Responsibilities of Role

Customer Experience Strategy - Develop and implement customer experience strategies aligned with organizational goals and brand standards.

- Establish customer-centric processes across all touchpoints from booking, construction updates, possession, and post-handover services.
- Drive initiatives to improve customer satisfaction, loyalty, retention, and referral generation.

Post Sales Operations Management - Lead end-to-end post-sales operations including agreement execution, payment collections coordination, possession management, and handover processes.

- Ensure timely closure of customer requests, service tickets, and escalations.
- Monitor adherence to service-level agreements (SLAs) and customer service benchmarks.

Customer Relationship Management - Build and maintain long-term relationships with key customers and stakeholders.

- Design engagement programs to enhance customer communication and experience throughout the project lifecycle.
- Drive proactive communication regarding project updates, milestones, possession schedules, and maintenance activities.





Complaint & Escalation Management - Establish robust systems for grievance handling and customer issue resolution.

- Personally manage critical customer escalations and high-value customer concerns.
- Analyze recurring complaints and implement corrective and preventive actions.

Collection & Revenue Support - Collaborate with Sales, Finance, Legal, and Project teams to support timely collections and reduce receivables.

- Monitor collection efficiency and customer payment compliance.
- Facilitate smooth coordination between internal departments and customers for commercial closures.

Possession & Handover Management - Ensure efficient planning and execution of possession activities across projects.

- Develop streamlined handover procedures and documentation processes.
- Drive customer delight during possession through superior service standards.

CRM Analytics & Process Improvement - Track customer satisfaction metrics, NPS scores, complaint trends, TAT adherence, and service performance indicators.

- Leverage CRM systems and customer insights to improve business processes.
- Drive digital transformation initiatives for customer engagement and service management.

Team Leadership & Stakeholder Management - Lead, mentor,



and develop CRM teams across multiple projects and locations.

- Build a high-performance customer-centric culture within the organization.
- Collaborate with Sales, Projects, Legal, Finance, Facility Management, and Leadership teams to ensure seamless customer experience delivery.

Governance & Compliance - Ensure compliance with RERA guidelines, customer commitments, and company policies.

- Maintain accurate customer databases, records, and transaction documentation.
- Drive audit readiness and process governance across CRM operations.

Technical Competencies

CRM & Customer Experience,Real Estate CRM Operations,Systems & Analytics,Leadership & Business Competencies,Post-Sales & Customer Servicing,Collections & Revenue Management

Qualifications and Experience

Educational Qualification - MBA / PGDM in Marketing, Customer Relationship Management, Business Administration, or related field.

- Bachelor's degree in Business Administration, Commerce, Engineering, or equivalent.

Experience - 18-22+ years of experience in CRM, customer experience, post-sales operations, customer service, or relationship management.

- Proven experience in the real estate industry handling large residential, commercial, mixed-use, or township developments.
- Experience managing customer handovers, possession processes, collections support, and grievance redressal functions.
- Solid leadership experience managing large CRM teams across multiple projects or business units.

SBU Head - CRM (Customer Experience & Post-sales)

📌 SBU Head - CRM (Customer Experience & Post-sales) (Noida)
🏢 Adani Group
📍 Noida