CRM Head- (Real Estate - Western)

Head CRM – Real Estate

Location: Goregaon Mumbai

Experience: 10 to 15 Years

About The Role

We are looking for an experienced Head of CRM to lead the Customer Relationship Management function for residential real estate projects. The successful candidate will oversee post sales operations, customer experience, collections, documentation, registrations, possession, and team management while driving operational excellence across multiple projects.

Key Responsibilities

Lead and manage the CRM function across multiple residential projects

Build and mentor high-performing CRM teams

Drive customer satisfaction through effective post sales processes

Manage customer documentation, agreements, registrations, possession and handover activities

Monitor collections and support revenue realization

Develop and implement CRM processes, SOPs and service standards

Track departmental performance through KPIs and MIS reporting

Collaborate with Sales, Projects, Finance, Legal, Marketing and other internal stakeholders

Handle customer escalations and ensure timely resolution

Drive process improvements and CRM automation initiatives

Required Experience

Ensure compliance with applicable regulatory requirements and company policies

10 to 15 years of CRM experience within the real estate industry

Experience managing CRM operations for multiple residential projects

Experience leading and developing CRM teams

Exposure to redevelopment projects will be an advantage

Strong knowledge of post sales operations, collections, documentation, registration and possession processes

Excellent stakeholder management, communication, and leadership skills

Strong planning, organization, and time management abilities

Preferred Skills

Customer Relationship Management

Post Sales Operations

Collections Management

Customer Experience

Documentation Management

Registration and Possession

Team Leadership

Process Improvement

MIS Reporting

RERA Knowledge

Project Coordination

Operational Excellence

Success Measures

High customer satisfaction

Timely collections

Accurate documentation

On-time registrations and possession

Effective team leadership

Process standardization

Continuous operational improvement

Candidates with relevant experience in residential real estate CRM are encouraged to apply.

To Apply.

Share your cv on nishant@dgsgroup.co.in

or for special consideration you can share it on 7208985863

Skills: customer satisfaction,project,real estate,registration,crm,documentation