Head of CRM

Role Overview

As the Head of CRM at Vanshika Life Spaces Private Limited, you will strategize and implement initiatives aimed at elevating customer satisfaction, retention, and loyalty throughout the home-buying lifecycle, from booking through possession and post-handover support.

Key Responsibilities

• Develop comprehensive CRM strategies to enhance customer experience and foster long-term loyalty.
• Ensure a smooth and cohesive customer journey across all phases including booking, possession, and post-handover services.
• Define and enforce customer service standards across various projects to maintain high-quality client interactions.
• Initiate and manage customer engagement programs to build lasting relationships and strengthen brand credibility.
• Lead and mentor CRM teams, setting performance indicators to achieve operational excellence.
• Manage all customer communications including payment updates, construction progress, documentation, and handovers, ensuring transparency and timeliness.
• Handle escalated issues and ensure swift, professional resolution to maintain customer satisfaction.
• Supervise the possession and handover process, coordinating with multiple departments for accuracy and timely delivery.
• Standardize CRM workflows, ensure compliance with RERA regulations, and drive continuous process improvements.
• Analyze customer feedback and satisfaction metrics, prepare management information system (MIS) dashboards, and provide actionable insights for product and service improvement.
• Collaborate effectively with Marketing, Construction, and Finance departments, manage CRM software tools, and prepare detailed reports for executive leadership.

Skills and Tools

Proficiency required in CRM software platforms and advanced user-level knowledge of Microsoft Excel.