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

Adani; Mumbai; Presencial; INR 3 500 000 - 5 500 000; Tempo integral

Resumo da oferta

Adani is seeking a strategic SBU Head - CRM to lead Customer Experience, Post‑Sales Operations and Collections from the Mumbai site. The role drives end‑to‑end customer journeys, minimizes escalations, and aligns CRM initiatives with retention targets.

You will supervise a large CRM team across multiple projects, ensure SOP compliance, and collaborate with marketing, sales, and finance to optimize loyalty programs and ROI. Strong leadership and stakeholder management are essential.

Qualificações

• 15+ years in CRM, CX, post-sales operations and collections, preferably in Real Estate.
• Minimum 5 years of leadership experience overseeing CRM across multiple projects/business units.
• Strong expertise in customer lifecycle, escalation handling, retention and stakeholder management.
• Proven record leading large teams, driving customer satisfaction (NPS), process excellence and CRM transformation.
• Excellent leadership, communication, analytical and problem‑solving skills.

Responsabilidades

• Oversee customer experience and post-sales journey at the site level.
• Lead CRM team with training, capacity planning and performance management.
• Ensure SOP adherence and on-time CRM function delivery at sites.
• Manage escalations and complex issues with timely, satisfactory resolutions.
• Coordinate with sales, finance and projects to optimize collections and service levels.
• Monitor CRM performance, ROI, and customer engagement metrics to drive improvements.
• Oversee loyalty programs and collaborations with marketing and sales to boost retention.

Conhecimentos

CRM Operations

People Leadership

Customer Lifecycle

Escalation Handling

Collections

Stakeholder Management

NPS

Analytical Thinking

Communication Skills

Formação académica

Bachelor's degree in Business Administration/ Marketing/ Management/ Commerce

MBA/PGDM preferred

Descrição da oferta de emprego

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

Trending

Responsibilities

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.

Job Info

• Job Identification 55576
• Job Category Customer Relationship Management, Issue Resolution & Account Activation
• Posting Date 09/10/2026, 12:16 PM
• Locations 601, Hallmark Business Plaza,, Mumbai, Maharashtra, 400051, IN