Website:
ltms.co.in
Job details:
Role Overview
The Head of CRM will own the end-to-end customer lifecycle, superior customer experience, and strong post-sales engagement. This role is critical in driving conversions, ensuring compliance with regulatory frameworks like Real Estate (Regulation and Development) Act, 2016, and managing relationships with both direct customers and channel partners.
Key Responsibilities
1. CRM Strategy & Lifecycle Management
- Develop and implement a comprehensive CRM strategy aligned with business goals
- Lead, mentor, and manage the CRM team across sales support and customer service functions
- Drive a customer-first culture across the organization
2. Customer Experience & Post-Sales Operations
- Oversee booking to possession journey, including documentation and collections
- Ensure proactive communication on construction updates, payment schedules, and handovers
- Handle escalations and improve turnaround time for issue resolution
- Drive referral and repeat sales programs
3. RERA Compliance & Documentation
- Ensure all customer communications, agreements, and processes comply with Real Estate (Regulation and Development) Act, 2016 guidelines
- Maintain accurate records of bookings, pricing, and commitments
- Coordinate with legal and compliance teams for audits and disclosures
- Minimize risk through transparent and standardized processes
4. CRM Systems & Automation
- Implement and manage CRM platforms (Salesforce, Zoho, etc.)
- Automate lead nurturing, reminders, payment follow-ups, and reporting
- Ensure high data hygiene and system adoption across teams
5. Analytics & Business Insights
- Monitor KPIs: conversion rates, customer satisfaction, collections efficiency, and partner performance
- Use data insights to improve sales strategies and customer engagement
- Present dashboards and reports to leadership
6. Cross-Functional Coordination
· Work closely with Sales, Marketing, Projects, Legal, and Finance teams
· Ensure seamless communication regarding project updates, payment schedules, and documentation
· Coordinate with the Legal team to facilitate timely preparation, verification, and closure of customer agreements and contracts
· Provide legal support in resolving customer queries related to documentation, compliance, and regulatory requirements
· Assist in handling escalations involving legal matters, ensuring alignment between customers and internal legal teams
7. Team Leadership
- Lead CRM, pre-sales, tele-calling, and customer support teams
- Set KPIs, monitor performance, and drive a customer-first culture
- Hire, train, and scale the team as per business needs
- Strategic leadership role with oversight of large CRM teams
- Manage multiple projects, locations, and high-volume customer databases
- Establish SOPs, automation, and cross-functional alignment at scale
- Drive digital transformation and advanced analytics adoption
Key Requirements
- Bachelor’s degree in Business, Marketing, or related field (MBA preferred)
- 15–20 years of experience in CRM/customer experience, preferably in Indian real estate
- Strong understanding of property sales cycles, homebuyer behavior, and regulatory environment
- Proven experience in managing large customer base.
- Expertise in CRM tools and automation platforms
- Strong leadership and stakeholder management skills
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