Head of Customer Experience - Real Estate

Job Title : CRM Head (real Estate)

Location : Bangalore

Department : CRM

Reports To : Director – Operations / Managing Director

Experience Required : 3 – 10years (Real Estate preferred)

Budget-Open For Negotiation

Job Summary :

We are looking for an experienced and strategic CRM Head to lead our customer relationship management function. The role involves overseeing the entire post-sales customer lifecycle, managing a high-performing CRM team, and ensuring best-in-class client servicing standards across all projects. The ideal candidate will bring leadership, process innovation, and a customer-first approach to drive satisfaction, loyalty, and brand trust.

Key Responsibilities :

• Take complete ownership of the end-to-end post-sales customer journey, including documentation, payment scheduling, agreement execution, handover coordination, and possession.
• Lead, mentor, and manage the CRM team by setting clear performance goals, ensuring training, and fostering a customer-centric culture.
• Develop and implement CRM strategies to enhance client satisfaction and streamline internal processes.
• Handle all major customer escalations and conflict resolution with professionalism and tact.
• Ensure the timely issuance of demand letters, receipts, NOCs, sale agreements, and other legal documentation.
• Maintain updated and accurate client records in the CRM software (Salesforce, Zoho, HubSpot, etc.).
• Coordinate across departments – Sales, Legal, Finance, Projects, and Handover – to ensure seamless delivery and communication.
• Track customer satisfaction metrics and initiate regular feedback collection, analysis, and action planning.
• Prepare and present high-level MIS reports, dashboards, and performance summaries to senior management.
• Ensure RERA compliance and maintain full documentation records for audits and legal purposes.
• Drive digital transformation and automation within the CRM process wherever applicable.
• Foster long-term relationships with high-value clients and develop referral programs.

Key Skills & Qualifications :

What We Offer :