Head CRM

Gaurs; Dadri; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Gaurs seeks an experienced Head CRM to lead a large CRM team, managing operations for a premium real estate portfolio. The role focuses on HNI and NRI clients, handling high-value escalations, ensuring premium customer experience, and coordinating across Legal, Finance, Planning, Projects, and Sales.

The candidate will drive CRM system adoption (SAP, Salesforce), oversee NOC and possession processes, and monitor service performance and KPIs to enhance the customer lifecycle.

Qualifications

• 12–15 years of relevant experience in CRM/Customer Relationship Management.
• Proven experience heading a large CRM team and managing multiple projects/customer portfolios.
• Strong experience handling HNI, NRI, VIP, and high-value customers.
• Deep understanding of the real estate customer lifecycle and related processes.
• Proven ability to manage large teams and senior stakeholders.

Responsibilities

• Lead, manage, and mentor a large CRM team to meet KPIs.
• Manage relationships with HNI, NRI, and high-value customers.
• Handle and resolve complex escalated customer concerns.
• Oversee demands, payment plans, extensions, and NOC-related requests.
• Guide HNI/NRI customers on processes and provide timely updates.
• Coordinate with Legal, Finance, Planning, Projects, and Sales for resolutions.
• Manage No Dues, NOC, possession, and post-possession processes.
• Verify possession-related documents and coordinate closures.
• Meet HNI/NRI customers for critical issues and escalations.
• Monitor maintenance and penalties across projects.
• Resolve queries on parking and project-specific issues.
• Handle requests between No Dues and Possession stages.
• Ensure timely follow-up with backend departments.
• Maintain data, service requests, and case status in SAP and Salesforce.
• Drive adoption of SAP, Salesforce, and CRM systems.
• Prepare MIS, dashboards, ageing, escalation, and performance reports.
• Establish SLA/TAT-based resolution mechanisms.
• Identify opportunities to improve CRM processes and customer experience.
• Build relationships with HNI/NRI customers throughout lifecycle.
• Ensure compliance with real estate regulations and governance.

Skills

CRM leadership

HNI/NRI client handling

Escalation management

SAP

Salesforce

CRM adoption

MIS & dashboards

Cross-functional coordination

Customer lifecycle

Tools

SAP

Salesforce

CRM platforms

Job description

Job Summary

We are looking for an experienced Head CRM to lead a large CRM team and manage customer relationship operations for a premium real estate portfolio. The candidate will be responsible for managing HNI and NRI clients, handling high-value customer escalations, ensuring excellent customer experience, and driving seamless coordination across internal and cross-functional departments.

Key Responsibilities

• Lead, manage, and mentor a large CRM team to ensure efficient customer service delivery and achievement of defined KPIs.
• Manage relationships with HNI, NRI, and high-value customers, ensuring personalized and premium customer service.
• Handle and resolve complex and escalated customer concerns with a strong focus on customer satisfaction and retention.
• Oversee customer requests related to demands, payment plans, time extensions, correspondence details, cancellations, payment updates, interest clearance, and NOC.
• Guide HNI/NRI customers on processes and ensure timely communication regarding updates related to their purchases.
• Coordinate with Legal, Finance, Planning, Projects, Sales, and other departments for timely resolution of customer concerns.
• Manage and monitor No Dues, NOC, possession, and post-possession related processes.
• Verify possession-related documentation and coordinate with customers for completion and execution of required documents.
• Personally handle and meet HNI/NRI customers for critical issues, escalations, NOC, possession, and other customer requirements.
• Monitor the initiation of compulsory maintenance and applicable penalties across different projects.
• Resolve customer queries related to parking and other project-specific issues in coordination with Planning and concerned departments.
• Handle customer requests raised between the No Dues and Possession stages, including offers and other special requests, in coordination with relevant authorities.
• Ensure strong follow-up with backend and respective departments for timely closure of customer concerns.
• Ensure accurate maintenance of customer data, service requests, follow-ups, and case status through SAP and Salesforce.
• Drive effective adoption and utilization of SAP, Salesforce, and CRM systems across the team.
• Prepare and review MIS, dashboards, ageing reports, escalation reports, and customer service performance reports.
• Establish and monitor SLA/TAT-based resolution mechanisms for customer requests and escalations.
• Identify opportunities to improve CRM processes, customer experience, and operational efficiency.
• Build strong relationships with key HNI/NRI customers and ensure a high level of customer engagement throughout the customer lifecycle.
• Ensure compliance with applicable real estate regulations, company policies, documentation standards, and corporate governance requirements.

Preferred Candidate Profile

• 12–15 years of relevant experience in CRM/Customer Relationship Management, preferably with a leading real estate organization.
• Proven experience in heading a large CRM team and managing multiple projects/customer portfolios.
• Strong experience in handling HNI, NRI, VIP, and high-value customers.
• Excellent understanding of the real estate customer lifecycle, including allotment, demands, payment plans, documentation, No Dues, NOC, possession, cancellations, and post-possession processes.
• Strong knowledge of real estate documentation and applicable regulatory requirements.
• Proven ability to manage large teams, senior stakeholders, and critical customer escalations.
• Excellent leadership, communication, negotiation, presentation, and interpersonal skills.
• Strong customer-centric approach with excellent problem-solving, decision-making, and escalation-management skills.
• Hands-on experience with SAP and Salesforce is highly preferred.
• Proficiency in MS Office, CRM platforms, MIS, dashboards, and reporting tools.
• High standards of ethics, integrity, confidentiality, and corporate governance..