CRM TL

Keka Inc.; Hyderabad; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Keka Inc. in Hyderabad seeks a CRM Team Lead to manage the post-sales customer lifecycle, drive exceptional service, and coordinate cross-functional teams.

Ideal candidate has 15+ years in CRM within real estate, strong analytics, and leadership skills to elevate customer satisfaction and process excellence across the organization.

Qualifications

• 15+ years of CRM experience, preferably in real estate.
• Bachelor's degree in Business Administration or related field.
• Strong analytical and reporting skills.

Responsibilities

• Lead end-to-end customer journey from booking to possession and post-possession support.
• Develop engagement strategies to boost satisfaction, retention, and advocacy.
• Monitor feedback and drive service improvements.
• Mentor and develop a high-performing CRM team.
• Ensure compliance with RERA guidelines and company policies.
• Collaborate with Sales, Projects, Finance, Legal, and facilities.
• Prepare CRM performance reports for senior management.
• Track KPIs like CSAT, response times, collections support, and timelines.

Skills

Team Leadership

People Management

Process Excellence

Customer Communication

CRM Platforms

ERP Systems

Data Analytics

Stakeholder Management

Education

Bachelor's degree in Business Administration, Management, Marketing, or related field

Job description

The CRM Team Lead will be responsible for leading and managing the post-sales customer lifecycle, ensuring superior customer experience, timely issue resolution, and seamless coordination across internal and external stakeholders. The role requires a strategic leader with extensive experience in customer relationship management within the real estate sector, capable of driving customer satisfaction, process excellence, and team performance.

Key Responsibilities

Customer Relationship Management

• Lead the end-to-end customer journey from booking through possession and post-possession support.
• Ensure exceptional customer experience by proactively managing customer expectations and addressing concerns effectively.
• Develop and implement customer engagement strategies to enhance satisfaction, retention, and brand advocacy.
• Monitor customer feedback and identify opportunities for service improvement.
• Lead, mentor, and develop a high-performing CRM team.
• Set performance goals, conduct regular reviews, and drive accountability across the team.
• Foster a customer-first culture and ensure adherence to service standards and SLAs.
• Build succession plans and support capability development within the team.

Stakeholder Management

• Collaborate closely with Sales, Projects, Finance, Legal, Facilities Management, and external agencies to ensure seamless customer service delivery.
• Act as the primary escalation point for critical customer issues and ensure timely resolution.
• Facilitate cross-functional coordination to address project updates, documentation requirements, and customer communications.

Process Excellence & Compliance

• Establish and continuously improve CRM processes, SOPs, and service frameworks.
• Ensure compliance with RERA guidelines, company policies, and regulatory requirements.
• Drive process automation and CRM system optimization to improve operational efficiency.
• Monitor and maintain customer documentation and records with high accuracy.

Customer Communication

• Oversee all customer communications, including project updates, payment reminders, possession communications, and customer events.
• Ensure consistency, accuracy, and professionalism in all customer interactions.
• Manage customer escalation matrices and grievance handling mechanisms.

Reporting & Analytics

• Prepare and present CRM performance reports, customer satisfaction metrics, escalation trends, and service improvement initiatives to senior management.
• Track key KPIs including customer satisfaction scores, response times, collections support, possession milestones, and issue resolution timelines.
• Utilize data analytics to identify trends and recommend actionable improvements.

Experience and Qualifications

• 15+ years of experience in Customer Relationship Management, preferably within the real estate industry.
• Bachelor's degree in Business Administration, Management, Marketing, or related field.

Key Skills

• Proven experience managing large customer portfolios and leading CRM teams.
• Strong understanding of real estate customer lifecycle management, possession processes, documentation, and customer engagement.
• Working knowledge of RERA regulations and industry best practices.
• Excellent stakeholder management and conflict resolution skills.
• Strong analytical and reporting capabilities.
• Proficiency in CRM platforms, ERP systems, and Microsoft Office Suite.
• Exceptional communication, leadership, and interpersonal skills.

Required Skills

Team Leadership People Management Process Excellence & Compliance Customer Communication