Head of Customer Relationship Management

Job Description- CRM- Segment Head

We are looking for an experienced and dynamic CRM Segment Head to lead and manage our customer relationship management function for a key business segment. This role requires a strategic leader who can drive customer satisfaction, retention, and engagement, while ensuring the highest standards of service and experience across the customer lifecycle.

Key Responsibilities :

1. Lead the CRM function for the assigned segment, ensuring superior customer service and engagement at every touchpoint.

2. Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.

3. Manage and mentor the CRM team to deliver high performance and professional growth.

4. Collaborate with sales, marketing, projects, and operations teams to ensure seamless communication and customer experience.

5. Monitor customer feedback, analyze trends, and recommend improvements to products, processes, and services.

6. Ensure timely resolution of escalations and critical customer issues.

7. Design and execute customer engagement initiatives, loyalty programs, and feedback mechanisms.

8. Define and track key performance indicators (KPIs) to measure customer satisfaction and team effectiveness.

9. Stay updated on industry best practices and leverage technology to enhance CRM processes and reporting.

Qualifications & Skills :

1. Graduate / Postgraduate in Business Management, Marketing, or a related field.

2. 10+ years of experience in customer service / CRM, with at least 3–5 years in a leadership role.

3. Strong understanding of customer lifecycle management, service excellence, and retention strategies.

4. Excellent communication, interpersonal, and problem-solving skills.

5. Proven ability to lead and motivate teams to achieve targets and deliver superior customer experiences.

6. Experience in real estate, high-involvement B2C, or related industries preferred.

What We Offer :

1.Opportunity to lead the CRM function at one of the most dynamic real estate firms in the region.

2.Work with a passionate and talented team in a growth-oriented environment.

3.Competitive compensation and career advancement opportunities.