Company Description Malhotra Realty Private Limited (MRPL), part of the Malhotra Group UK, is a premier developer of high-quality residential, commercial, and hospitality properties, including its flagship project “The Wilton” Residence & Commercial. The company’s portfolio spans high-rise towers, apartments, office spaces, cineplexes, integrated townships, villa plots, clubhouses, and retail and commercial units, offering a comprehensive range of premium real estate options. MRPL focuses on delivering luxurious, comfortable living and working environments with best-in-class amenities for individuals, families, and businesses.

Guided by an experienced leadership team, the company prioritizes quality, customer satisfaction, and personalized support throughout the property selection and purchase process. Applicants can expect to join a professional organization committed to helping customers find properties that match their needs and budgets.

Role Description The Head of Customer Relationship Management is a full-time in office role based in Ludhiana, responsible for leading the strategy and operations that enhance customer satisfaction, retention, and loyalty. This role oversees the design and execution of customer engagement initiatives, manages CRM processes and systems, and ensures consistent, high-quality communication with property buyers, investors, and residents. The position involves analyzing customer data and feedback, segmenting markets to tailor offerings,



and developing targeted retention programs that align with MRPL’s service standards.

The Head of CRM will collaborate closely with sales, marketing, operations, and post-sales service teams to resolve issues promptly, improve customer experience across touchpoints, and support business growth objectives. Day-to-day activities include monitoring key customer metrics, coaching and mentoring team members, implementing best practices, and presenting insights and recommendations to senior leadership.

Qualifications

- Candidates should possess strong customer retention and customer experience skills to design and implement effective loyalty and engagement programs.
- Candidates should possess solid analytical skills and experience in market segmentation to interpret customer data and develop targeted strategies.
- Candidates should possess proven team management and leadership abilities to guide CRM staff and coordinate with cross-functional stakeholders.
- Relevant experience in real estate, hospitality, or related customer-centric industries, with a track record of improving customer satisfaction and service quality.
- Excellent communication, negotiation, and problem-solving skills, with the ability to handle escalations and build long-term customer relationships.
- Proficiency with CRM tools and data reporting platforms, and the ability to translate insights into actionable plans.
- Bachelor’s degree in Business, Marketing, Management, or a related field

apply at [email protected]

📌 Head of Customer Relationship Management (Ludhiana)
🏢 Malhotra Realty
📍 Ludhiana