Job Description

This role is for one of the Weekday's clients

Salary range: Rs 700000 - Rs 800000 (ie INR 7-8 LPA)

Experience: 6+ yrs

Location: Bengaluru, Karnataka

Job Type: full-time

We are looking for a CRM Technical Head to lead post-sales customer relationship operations and ensure a seamless customer experience across residential real estate projects. This role combines customer management, technical coordination, possession planning, and cross-functional execution to drive smooth project handovers and long-term customer satisfaction.

The ideal candidate will have strong expertise in residential construction processes, customer escalation management, and stakeholder coordination. You will work closely with construction, legal, finance, QA/QC, MEP, and facility management teams to ensure timely issue resolution, possession readiness, and successful project delivery.

This is a leadership role requiring strong communication skills, operational ownership, and the ability to manage customer expectations while ensuring alignment with project timelines and quality standards.

Requirements

Key Responsibilities

• Lead end-to-end post-sales CRM operations for residential projects.
• Manage customer communication during construction, possession, registration, and handover stages.
• Handle customer escalations and ensure timely resolution with high service standards.
• Coordinate with construction, QA/QC, MEP, legal, finance, and facility management teams for issue closures and execution alignment.
• Monitor snag lists, technical complaints, rectifications, and flat readiness status.
• Plan and execute apartment/villa possession and handover activities.
• Ensure closure of customer observations before final possession.
• Define SOPs, escalation matrices, and operational workflows for CRM processes.
• Lead and mentor CRM executives and technical support teams to improve efficiency and response timelines.
• Support maintenance transition and coordination with facility management teams during warranty and DLP periods.
• Prepare CRM dashboards, escalation reports, possession trackers, and MIS reports for management reviews.
• Drive customer satisfaction initiatives and continuously improve post-sales experience.

What Makes You a Great Fit

• Strong experience in post-sales CRM operations within residential real estate projects.
• Excellent customer management and escalation handling capabilities.
• Strong technical understanding of residential construction and possession processes.
• Proven ability to coordinate across multiple stakeholders and departments.
• Leadership skills with experience managing CRM or technical support teams.
• Strong problem-solving, conflict resolution, and communication abilities.
• Experience managing handover planning, documentation, and customer closures.
• Ability to handle high-pressure environments while maintaining customer satisfaction.
• Data-driven mindset with experience in CRM reporting, MIS tracking, and operational monitoring.
• Detail-oriented professional with strong ownership and execution capabilities.