SBU Head - CRM (Customer Experience & Post-sales)

Adani Realty; Mumbai; On-site; INR 4,000,000 - 6,500,000; Full time

Job summary

Adani Realty is seeking a Lead - CRM Cluster in Mumbai to manage post-sales customer interactions and ensure a seamless experience from booking to handover. You will oversee end-to-end CRM processes, collections, and issue resolution across sites, driving customer satisfaction and operational efficiency.

The role requires 15+ years in CRM and at least 5 years in leadership across multiple projects, with strong skills in lifecycle management, escalation handling, and stakeholder engagement to

Qualifications

• Bachelor's degree in Business Administration, Marketing, Management, Commerce, or a related field. MBA/PGDM preferred.
• 15+ years of experience in CRM, Customer Experience, Post-Sales Operations, and Collections, preferably in the Real Estate industry.
• Minimum 5 years of leadership experience managing CRM operations across multiple projects/business units.
• Strong expertise in customer lifecycle management, escalation handling, collections, customer retention, and stakeholder management.
• Proven experience in leading large teams, driving customer satisfaction (NPS), process excellence, and CRM transformation initiatives.

Responsibilities

• Customer Experience and Relationship Management: Engages with customers to understand needs and resolve issues, improving satisfaction at site level.
• Operational Management: Ensures SOPs adherence and timeline compliance for all CRM functions; handles escalations.
• Financial Performance and CRM Analysis: Conducts audits and ROI analysis to optimize CRM operations.
• Team Management and Development: Supervises CRM team, provides training and capacity planning.
• Customer Retention and Loyalty Program Management: Oversees loyalty programs and collaborates with marketing and sales to boost engagement.

Skills

CRM leadership

Stakeholder management

Team management

Customer lifecycle management

Education

MBA/PGDM

Bachelor's degree in Business Administration or related

Job description

JOB DESCRIPTION

About Business

JOB DESCRIPTION

Adani Group: Adani Group is a diversified organisation in India comprising 10 publicly traded companies. It has created a world-class logistics and utility infrastructure portfolio that has a pan-India presence. Adani Group is headquartered in Ahmedabad, in the state of Gujarat, India. Over the years, Adani Group has positioned itself to be the market leader in its logistics and energy businesses focusing on large-scale infrastructure development in India with O & M practices benchmarked to global standards. With four IG-rated businesses, it is the only Infrastructure Investment Grade issuer in India.

Adani Realty: Adani Realty is the real estate arm of one of India’s leading infrastructure and development entities – Adani Group.With resolute commitment to ‘Nation Building’ and ‘Growth with Goodness’,we are developing real estate projects in the most promising destinations,integrating design aesthetics with cutting-edge construction technology.

Job Purpose: The Lead - Cluster CRM is responsible for managing all post-sales customer interactions and ensuring a seamless customer experience for assigned sites. This role oversees end-to-end customer relationship management, including sales documentation, collections, and issue resolution, from the booking stage through to customer handover. The Lead plays a crucial role in maintaining customer satisfaction and ensuring operational efficiency across all CRM processes.

Responsibilities

Lead - CRM Cluster

Customer Experience And Relationship Management

Engages with customers to understand their needs and address any issues, creating viable solutions that enhance customer satisfaction at the site level.

Manages the entire post-sales journey, ensuring a smooth transition from booking to handover and maintaining high levels of customer retention and satisfaction.

Collects customer feedback on CRM practices and applies insights to improve processes, campaigns, and overall customer experience.

Operational Management

Ensures site-level adherence to Standard Operating Procedures (SOPs) and timeline compliance for all CRM functions.

Manages daily customer grievances, escalations, and complex issues requiring expert intervention, ensuring a prompt and satisfactory resolution.

Coordinates with internal teams, including sales, finance, and project management, to streamline collections and enhance customer service.

Financial Performance And CRM Analysis

Conducts periodic audits, capacity planning, and cost/benefit analysis to optimize CRM operations and performance at the site.

Monitors data on consumer engagement, program usage, and behavioral trends to identify potential improvements in customer service and ROI on CRM activities.

Team Management And Development

Supervises and supports the CRM team at the site, providing guidance, training, and capacity planning to maintain high productivity levels.

Fosters a collaborative environment, equipping the team with necessary resources and expertise to resolve customer concerns effectively.

Ensures CRM initiatives align with customer satisfaction targets, driving improvements in Net Promoter Scores (NPS) and customer loyalty.

Customer Retention And Loyalty Program Management

Oversees loyalty programs and customer retention initiatives to support long-term engagement.

Collaborates with marketing and sales teams to refine and promote loyalty and referral programs, supporting business growth through customer satisfaction.

Key Stakeholders - Internal

• Finance Team
• Projects Team
• Legal Team
• Architectes
• Facility Management Team
• Marketing and Sales Team
• Branding Team

Key Stakeholders - External

• Bankers
• Customers

Qualifications

• Bachelor's degree in Business Administration, Marketing, Management, Commerce, or a related field. MBA/PGDM preferred.
• 15+ years of experience in Customer Relationship Management, Customer Experience, Post-Sales Operations, and Collections, preferably in the Real Estate industry.
• Minimum 5 years of leadership experience managing CRM operations across multiple projects/business units.
• Strong expertise in customer lifecycle management, escalation handling, collections, customer retention, and stakeholder management.
• Proven experience in leading large teams, driving customer satisfaction (NPS), process excellence, and CRM transformation initiatives.
• Excellent leadership, communication, analytical, and problem-solving skills.