Customer Relationship Management

Saya Homes Pvt. Ltd.; Gautam Buddha Nagar, Greater Noida; Sur place; INR 4 000 000 - 7 000 000; Plein temps

Résumé du poste

Saya Homes Pvt. Ltd. in Greater Noida West seeks an experienced Customer Relationship Management leader with 20-25 years in the Real Estate sector.

You will oversee the complete post-sales journey, onboarding, documentation, handover, and customer experience, driving policies and service excellence. Lead the CRM team, collaborate with Sales, Accounts, Legal, Projects and Collections, manage dashboards and KPIs, handle escalations, ensure RERA compliance, and implement tech-driven improvements

Qualifications

• MBA or graduate with 20+ years CRM experience in real estate.
• Experience in post-sales operations and customer experience.
• Willingness to lead, mentor, and develop the CRM team.

Responsabilités

• Lead the CRM function and manage the complete post-sales customer journey.
• Oversee customer onboarding, documentation, collections coordination, possession, and handover processes.
• Develop and implement effective CRM policies, SOPs, and customer service processes.
• Ensure timely resolution of customer queries, complaints, and escalations.
• Monitor customer satisfaction, retention, and service quality.
• Coordinate with Sales, Accounts, Legal, Projects, and Collections teams for smooth customer servicing.
• Manage CRM MIS, dashboards, KPIs, and management reporting.
• Handle high-level customer escalations and dispute resolution.
• Ensure compliance with applicable RERA and real estate regulations.
• Lead, mentor, and develop the CRM team to achieve operational and customer-service objectives.
• Drive process improvements and implement technology-based solutions for enhanced customer experience.

Connaissances

CRM leadership

Stakeholder management

Customer service

Team mentoring

Formation

MBA

Any Graduate

Description du poste

CRM 20-25 YEARS EXPERIENCE GREATER NOIDA WEST

As we strengthen our organisation for the next phase of growth, we are looking to build a strong leadership team across key functions.

Position Customer Relationship Management

Qualification MBA / Any Graduate

Experience 20-25 Years

Employment Full-time

About the Role

We are looking for an experienced Customer Relationship Management with strong expertise in the Real Estate sector and comprehensive knowledge of customer relationship management, post-sales operations, and customer experience.

Key Responsibilities

• Lead the CRM function and manage the complete post-sales customer journey.
• Oversee customer onboarding, documentation, collections coordination, possession, and handover processes.
• Develop and implement effective CRM policies, SOPs, and customer service processes.
• Ensure timely resolution of customer queries, complaints, and escalations.
• Monitor customer satisfaction, retention, and service quality.
• Coordinate with Sales, Accounts, Legal, Projects, and Collections teams for smooth customer servicing.
• Manage CRM MIS, dashboards, KPIs, and management reporting.
• Handle high-level customer escalations and dispute resolution.
• Ensure compliance with applicable RERA and real estate regulations.
• Lead, mentor, and develop the CRM team to achieve operational and customer-service objectives.
• Drive process improvements and implement technology-based solutions for enhanced customer experience.

Only Real Estate experience candidates will be preferred.

Minimum 20-25 years of relevant experience required.