Head of Customer Relationship Management

Malhotra Realty Pvt. Ltd.; Ludhiana; On-site; INR 2,400,000 - 3,600,000; Full time

Job summary

Malhotra Realty Private Limited (MRPL) in Ludhiana seeks a Head of Customer Relationship Management to lead CRM strategy and operations, driving customer satisfaction, retention, and loyalty across buyers, investors, and residents. This on-site role collaborates with sales, marketing, and post-sales teams to design engaging customer experiences.

You will analyze customer data, segment markets, and implement retention programs that uphold MRPL’s service standards and support sustainable growth

Qualifications

• Experience designing loyalty and engagement programs.
• Strong analytical skills for market segmentation and data interpretation.
• Proven ability to lead CRM teams and coordinate across functions.
• Experience in real estate, hospitality, or related customer-centric industries.
• Excellent communication, negotiation, and problem-solving skills.
• Proficient with CRM tools and data reporting platforms.

Responsibilities

• Oversee the design and execution of customer engagement initiatives.
• Manage CRM processes and systems to ensure high-quality communications.
• Analyze customer data, segment markets, and tailor retention programs.
• Collaborate with sales, marketing, operations and post-sales teams to resolve issues.
• Monitor key customer metrics and present insights to senior leadership.

Skills

Customer retention

Customer experience

Market segmentation

Team leadership

Analytical skills

Communication

Negotiation

CRM tools

Data reporting

Problem solving

Education

Bachelor's degree

Tools

CRM software

Job description

Company Description

Malhotra Realty Private Limited (MRPL), part of the Malhotra Group UK, is a premier developer of high-quality residential, commercial, and hospitality properties, including its flagship project “The Wilton” Residence & Commercial. The company’s portfolio spans high-rise towers, apartments, office spaces, cineplexes, integrated townships, villa plots, clubhouses, and retail and commercial units, offering a comprehensive range of premium real estate options. MRPL focuses on delivering luxurious, comfortable living and working environments with best-in-class amenities for individuals, families, and businesses. Guided by an experienced leadership team, the company prioritizes quality, customer satisfaction, and personalized support throughout the property selection and purchase process. Applicants can expect to join a professional organization committed to helping customers find properties that match their needs and budgets.

Role Description

The Head of Customer Relationship Management is a full-time on-site role based in Ludhiana, responsible for leading the strategy and operations that enhance customer satisfaction, retention, and loyalty. This role oversees the design and execution of customer engagement initiatives, manages CRM processes and systems, and ensures consistent, high-quality communication with property buyers, investors, and residents. The position involves analyzing customer data and feedback, segmenting markets to tailor offerings, and developing targeted retention programs that align with MRPL’s service standards. The Head of CRM will collaborate closely with sales, marketing, operations, and post-sales service teams to resolve issues promptly, improve customer experience across touchpoints, and support business growth objectives. Day-to-day activities include monitoring key customer metrics, coaching and mentoring team members, implementing best practices, and presenting insights and recommendations to senior leadership.

Qualifications

• Candidates should possess strong customer retention and customer experience skills to design and implement effective loyalty and engagement programs.
• Candidates should possess solid analytical skills and experience in market segmentation to interpret customer data and develop targeted strategies.
• Candidates should possess proven team management and leadership abilities to guide CRM staff and coordinate with cross-functional stakeholders.
• Relevant experience in real estate, hospitality, or related customer-centric industries, with a track record of improving customer satisfaction and service quality.
• Excellent communication, negotiation, and problem-solving skills, with the ability to handle escalations and build long-term customer relationships.
• Proficiency with CRM tools and data reporting platforms, and the ability to translate insights into actionable plans.
• Bachelor’s degree in Business, Marketing, Management, or a related field