Purpose/Objective

To lead customer relationship management functions across the customer lifecycle, ensuring superior customer experience, effective stakeholder engagement, timely issue resolution, collections support, and seamless coordination between customers and internal teams.

The role is responsible for driving customer satisfaction, retention, service excellence, and CRM process effectiveness across Adani Realty projects.

Key Responsibilities of Role

Customer Relationship Management - Lead end-to-end customer relationship management from booking through possession and post-possession support.

- Develop and implement customer engagement and retention strategies.
- Ensure a seamless and positive customer experience at all stages of the project lifecycle.
- Manage customer interactions and maintain long-term relationships with key customers.
- Act as the escalation point for critical customer concerns and grievances.

Customer Experience & Service Excellence - Drive customer satisfaction initiatives and monitor service quality standards.

- Ensure timely resolution of customer queries, complaints, and requests.
- Conduct customer feedback surveys and implement improvement actions.
- Organize customer engagement programs, events, and communication campaigns.
- Enhance customer loyalty through proactive relationship management.

Collections & Revenue Support - Monitor customer payment schedules and coordinate with Finance for collection follow-ups.

- Support timely recovery of outstanding dues and receivables.
- Ensure customers receive regular updates on payment milestones and obligations.
- Track collection performance and escalate critical cases when required.

Stakeholder Management - Coordinate with Sales, Projects, Finance, Legal, Marketing, and Facilities teams to address customer requirements.

- Facilitate smooth communication between customers and internal stakeholders.
- Support project handovers, possession activities,



and documentation processes.
- Build solid working relationships across departments to improve service delivery.

Process Governance & Compliance - Ensure adherence to CRM policies, SOPs, and customer service standards.

- Monitor compliance with RERA guidelines and regulatory requirements.
- Drive process improvement initiatives to enhance operational efficiency.
- Review service metrics and implement corrective actions for continuous improvement.

Team Leadership - Lead, mentor, and develop CRM team members.

- Set performance goals and monitor team productivity.
- Conduct regular reviews, coaching sessions, and capability development initiatives.
- Foster a customer-centric and performance-driven culture within the team.

MIS & Reporting - Review customer satisfaction reports, escalation trackers, and collections dashboards.

- Monitor CRM KPIs such as CSAT, NPS, complaint resolution TAT, and collection efficiency.
- Present periodic reports and insights to senior management.
- Utilize customer feedback and analytics to drive business decisions.

Technical Competencies

Customer Relationship Management,Booking to Possession Process Management,CRM Dashboards & Reporting,Salesforce CRM / SAP CRM / Microsoft Dynamics / Zoho CRM

Qualifications and Experience

Educational Qualification - Bachelor's Degree in Business Administration, Commerce, Marketing, Engineering, or related discipline.

- MBA/PGDM in Marketing, Customer Relationship Management, Operations, or related field preferred.

Experience - 10-15 years of experience in Customer Relationship Management, Customer Service, Collections, Relationship Management, or Client Engagement.

- Minimum 4-5 years of experience in leading CRM teams.
- Experience in Real Estate, Hospitality, Banking, Infrastructure, Retail, or customer-focused industries preferred.
- Proven experience in handling customer escalations, collections management, and customer lifecycle processes.

Lead - Site Sales

📌 Lead - Site Sales (Noida)
🏢 Adani Group
📍 Noida