Head - CRM

The Management Recruitment Group (MRG) · Mumbai, India

Our client is looking to appoint a Head - Customer Relationship Management (CRM) to lead the end-to-end customer experience journey across its premium residential developments.

This is a strategic leadership role focused on delivering exceptional customer experiences from post-sales engagement through possession and beyond, while building long-term relationships with high-net-worth and discerning homebuyers.

Key Responsibilities

• Lead the entire post-sales customer lifecycle, including onboarding, collections coordination, construction updates, possession, handover, and post-possession support.
• Drive customer satisfaction, loyalty, and advocacy through best-in-class service delivery.
• Manage customer communications, escalations, and grievance resolution with a proactive approach.
• Oversee possession planning and handover processes across multiple residential projects.
• Partner closely with Sales, Projects, Construction, Finance, Legal, and Facility Management teams to ensure seamless customer journeys.
• Establish and continuously improve CRM processes, service standards, and customer engagement initiatives.
• Leverage CRM tools, analytics, and customer insights to enhance operational efficiency and customer experience.
• Lead, mentor, and develop a high-performing CRM team.

Ideal Candidate

• 18+ years of experience in Customer Relationship Management within residential real estate.
• Strong exposure to luxury or premium residential developments.
• Proven track record in customer experience management, possession planning, and escalation handling.
• Experience managing high-value customers, investors, HNIs, and NRI clientele.
• Strong leadership, stakeholder management, communication, and problem-solving skills.

Why Consider This Opportunity?

• Opportunity to shape the customer experience function for a premium real estate brand.
• High visibility role with leadership interaction and strategic impact.
• Chance to drive service excellence across landmark residential developments.