Job Title: CRM Head - Real Estate

Location: Noida

Experience: 8+ years

Industry: Real Estate

Job Summary:

We are looking for an experienced CRM Head to lead the customer relationship management function, ensuring excellent client experience, resolving concerns, and driving customer engagement. The ideal candidate should have a strong background in customer service, post-sales operations, and team management within the real estate industry.

Key Responsibilities:

Customer Engagement & Relationship Management:

- Develop and implement CRM strategies to enhance customer satisfaction and loyalty.

- Address customer queries, complaints, and escalations efficiently.

- Build strong relationships with clients, ensuring a seamless post-sales experience.

Post-Sales Operations:

- Oversee documentation, agreement execution, payment follow-ups, and coordination with legal teams.

- Ensure timely possession, handover, and coordination for registration formalities.

- Manage loan processing, NOCs, demand letters, and coordination with banks.

Team Leadership & Process Improvement:

- Lead and mentor the CRM team to ensure efficient handling of customer concerns.

- Develop and implement SOPs for customer service excellence.

- Monitor key performance indicators (KPIs) and improve processes.

Customer Retention & Brand Reputation:

- Conduct customer feedback analysis to improve services.

- Work on customer retention strategies and loyalty programs.

- Address negative reviews and resolve disputes to maintain brand reputation.

Coordination with Internal Teams:

- Collaborate with sales, marketing, legal, and accounts teams to ensure smooth operations.

- Ensure compliance with RERA and other regulatory requirements.

Key Skills & Competencies:

- Strong communication and interpersonal skills

- Expertise in handling customer queries, grievances, and post-sales documentation

- Experience in real estate CRM tools (such as Salesforce, HubSpot, Zoho, etc.)

- Ability to manage a team and drive process improvements

- Knowledge of RERA guidelines and compliance

Qualifications:

- Graduate/Postgraduate in Business Administration, Real Estate, or related fields.

- Minimum 8+ years of experience in CRM roles, preferably in real estate.

- Prior experience in managing a team and handling post-sales customer operations.