CRM TL

Location: Hyderabad

Reporting To: AVP – CRM

Experience Required: 15+ Years

About The Role

The CRM Team Lead will be responsible for leading and managing the post-sales customer lifecycle, ensuring superior customer experience, timely issue resolution, and seamless coordination across internal and external stakeholders. The role requires a strategic leader with extensive experience in customer relationship management within the real estate sector, capable of driving customer satisfaction, process excellence, and team performance.

Key Responsibilities

Customer Relationship Management

• Lead the end-to-end customer journey from booking through possession and post-possession support.
• Ensure exceptional customer experience by proactively managing customer expectations and addressing concerns effectively.
• Develop and implement customer engagement strategies to enhance satisfaction, retention, and brand advocacy.
• Monitor customer feedback and identify opportunities for service improvement.

Team Leadership & People Management

• Lead, mentor, and develop a high-performing CRM team.
• Set performance goals, conduct regular reviews, and drive accountability across the team.
• Foster a customer-first culture and ensure adherence to service standards and SLAs.
• Build succession plans and support capability development within the team.

Stakeholder Management

• Collaborate closely with Sales, Projects, Finance, Legal, Facilities Management, and external agencies to ensure seamless customer service delivery.
• Act as the primary escalation point for critical customer issues and ensure timely resolution.
• Facilitate cross-functional coordination to address project updates, documentation requirements, and customer communications.

Process Excellence & Compliance

• Establish and continuously improve CRM processes, SOPs, and service frameworks.
• Ensure compliance with RERA guidelines, company policies, and regulatory requirements.
• Drive process automation and CRM system optimization to improve operational efficiency.
• Monitor and maintain customer documentation and records with high accuracy.

Customer Communication

• Oversee all customer communications, including project updates, payment reminders, possession communications, and customer events.
• Ensure consistency, accuracy, and professionalism in all customer interactions.
• Manage customer escalation matrices and grievance handling mechanisms.

Reporting & Analytics

• Prepare and present CRM performance reports, customer satisfaction metrics, escalation trends, and service improvement initiatives to senior management.
• Track key KPIs including customer satisfaction scores, response times, collections support, possession milestones, and issue resolution timelines.
• Utilize data analytics to identify trends and recommend actionable improvements.

Experience And Qualifications

• 15+ years of experience in Customer Relationship Management, preferably within the real estate industry.
• Bachelor's degree in Business Administration, Management, Marketing, or related field.
• MBA or equivalent postgraduate qualification preferred.

Key Skills

• Proven experience managing large customer portfolios and leading CRM teams.
• Strong understanding of real estate customer lifecycle management, possession processes, documentation, and customer engagement.
• Working knowledge of RERA regulations and industry best practices.
• Excellent stakeholder management and conflict resolution skills.
• Strong analytical and reporting capabilities.
• Proficiency in CRM platforms, ERP systems, and Microsoft Office Suite.
• Exceptional communication, leadership, and interpersonal skills.

Required Skills

Team Leadership People Management Process Excellence & Compliance Customer Communication