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Job Title: CRM Head Location: Bangalore Department: Customer Relations / Sales & Marketing Reports To: Director – Operations / Managing Director Experience Required: 9 – 18 years (Real Estate preferred) Budget-Open For Negotiation Job Summary: We are looking for an experienced and strategic CRM Head to lead our customer relationship management function. The role involves overseeing the entire post-sales customer lifecycle, managing a high-performing CRM team, and ensuring best-in-class client servicing standards across all projects. The ideal candidate will bring leadership, process innovation, and a customer-first approach to drive satisfaction, loyalty, and brand trust. Key Responsibilities: • Take complete ownership of the end-to-end post-sales customer journey, including documentation, payment scheduling, agreement execution, handover coordination, and possession. • Lead, mentor, and manage the CRM team by setting clear performance goals, ensuring training, and fostering a customer-centric culture. • Develop and implement CRM strategies to enhance client satisfaction and streamline internal processes. • Handle all major customer escalations and conflict resolution with professionalism and tact. • Ensure the timely issuance of demand letters, receipts, NOCs, sale agreements, and other legal documentation. • Maintain updated and accurate client records in the CRM software (Salesforce, Zoho, HubSpot, etc.). • Coordinate across departments – Sales, Legal, Finance, Projects, and Handover – to ensure seamless delivery and communication. • Track customer satisfaction metrics and initiate regular feedback collection, analysis, and action planning. • Prepare and present high-level MIS reports, dashboards, and performance summaries to senior management. • Ensure RERA compliance and maintain full documentation records for audits and legal purposes. • Drive digital transformation and automation within the CRM process wherever applicable. • Foster long-term relationships with high-value clients and develop referral programs. Key Skills & Qualifications: • Bachelor's degree in Business Administration, Marketing, or a related field (MBA preferred) • 8–12 years of CRM or Customer Success experience, with minimum 4–5 years in a leadership role (Real Estate sector preferred) • Strong leadership skills with proven experience in managing large CRM teams • Expertise in CRM tools and data analytics (Salesforce, Zoho, HubSpot, etc.) • Excellent communication, negotiation, and interpersonal skills • Strategic thinker with the ability to implement structured and scalable systems • Deep knowledge of real estate operations, customer documentation, and RERA compliance • Customer-first mindset with a passion for service excellence What We Offer: • Senior leadership position with strategic impact • Competitive salary and performance-based bonuses • Opportunity to work on landmark real estate projects • Dynamic work environment with strong growth potential