Vice president - sales - real estate

Role Overview:
The Vice President – Sales & CRM will be responsible for driving overall sales performance and customer lifecycle management across the real estate business. The role will lead Sales, CRM and customer experience functions, ensuring seamless coordination from lead generation and booking through collections, possession and post-sales support.
Add these CRM responsibilities:
Lead and oversee the CRM function and establish strong customer relationship management processes.
Ensure smooth customer journey from booking to possession and post-sales service.
Monitor customer onboarding, documentation, agreements, payment schedules and collections coordination.
Track and resolve customer queries, complaints and escalations within defined timelines.
Establish CRM KPIs, SLAs and performance dashboards.
Ensure timely communication with customers regarding project progress, payments, possession and other milestones.
Coordinate with Sales, Finance, Legal, Projects/Site and Liaison teams to resolve customer-related issues.
Monitor cancellations, refunds, grievances and customer retention.
Analyse customer feedback and identify opportunities to improve customer experience.
Drive technology adoption and automation within CRM processes.
Ensure accurate customer data and MIS across all projects.
Regularly report Sales + CRM performance to the Managing Director/CEO.
Revised KPIs
Sales target achievement and revenue generation
Booking value and sales velocity
Lead-to-booking conversion
Collection efficiency
Channel partner contribution
Customer satisfaction / NPS
CRM query resolution TAT
Customer escalation and complaint closure
Cancellation and refund reduction
Possession and post-sales experie