CRM Lead

About The Role

Crest Ventures is looking for an experienced CRM Lead to own the end-to-end customer journey across our luxury residential developments. This role is responsible for delivering an exceptional customer experience from booking through possession and post-handover support, while ensuring seamless coordination across internal stakeholders and maintaining the highest service standards.

Key Responsibilities

• Lead end-to-end customer lifecycle management from booking to possession and post-handover support.
• Deliver exceptional customer experience and manage escalations to ensure high customer satisfaction.
• Coordinate customer collections, documentation, registrations, and handover processes.
• Collaborate with Sales, Projects, Design, Legal, Finance, and Facilities teams to ensure seamless customer service.
• Manage possession planning, quality checks, customer orientation, and handover execution.
• Drive CRM process excellence through system management, analytics, automation, and MIS reporting.
• Lead, mentor, and develop the CRM team while fostering a customer-centric culture.

• Bachelor's degree in Business Administration, Marketing, Hospitality, Real Estate, or a related field.
• MBA or equivalent postgraduate qualification preferred.
• 10+ years of CRM or customer experience management experience in luxury residential real estate.
• Proven track record of managing HNI and premium customer segments.
• Strong understanding of residential sales processes, customer journey management, registrations, possession, and post-handover services.
• Experience leading teams and driving customer-centric transformation initiatives.

• Be part of a growing luxury real estate brand.
• Work directly with leadership and cross-functional teams.
• Shape customer experience for premium residential developments.
• Opportunity to drive meaningful impact on customer satisfaction, retention, and brand advocacy.

Skills: stakeholder management,mis & reporting,customer satisfaction,analytics,customer experience,real estate,process improvement,crm,collections & documentation management