Head of CRM - Real Estate

Role Overview

We are looking for a dynamic, customer-focused, and target-driven CRM Lead to manage customer relationship management activities, lead nurturing, and conversion operations within the real estate domain. The ideal candidate should have strong experience in handling real estate sales inquiries, managing CRM teams, coordinating with channel partners and sales teams, and driving lead-to-site-visit-to-booking conversions.

The candidate should possess excellent communication, negotiation, and team management skills, along with a strong understanding of the residential/commercial real estate sales lifecycle.


Key Responsibilities

Manage end-to-end CRM operations, including lead allocation, tracking, follow-ups, and conversion management

Lead and supervise the CRM team to ensure achievement of sales and customer engagement targets

Handle inbound and outbound customer inquiries related to real estate projects through calls, emails, WhatsApp, and other channels

Ensure timely follow-up with prospects to maximize site visits, bookings, and customer retention

Coordinate with sales, marketing, and channel partner teams to improve lead quality and conversion efficiency

Guide prospective customers through the property buying journey, including project presentations, pricing discussions, and documentation support

Maintain accurate and updated customer data, lead status, and interaction history in CRM systems

Monitor team productivity, lead aging, response time, and conversion metrics through regular MIS reporting

Resolve customer queries and objections professionally to enhance customer satisfaction and trust

Support post-sales coordination and customer relationship management activities when required

Ensure adherence to company policies, sales processes, and RERA compliance standards

Conduct regular team training sessions on communication, product knowledge, and CRM best practices


Required Experience & Skills

10+ years of Team Lead experience in CRM, Inside Sales, or Real Estate Sales

Prior experience in the real estate industry is mandatory

Strong understanding of real estate sales processes, customer lifecycle management, and lead conversion strategies

Excellent verbal and written communication skills

Strong negotiation, presentation, and interpersonal skills

Ability to handle customer escalations and build long-term relationships

Experience working with CRM platforms such as Salesforce, LeadSquared, Zoho CRM, or similar tools

Strong analytical and reporting skills with the ability to track KPIs and team performance

Target-oriented mindset with the ability to work in a fast-paced sales environment


Preferred Qualifications

Bachelors degree in Business Administration, Marketing, Sales, or related field

Experience handling residential and/or commercial real estate projects

Knowledge of RERA regulations and real estate documentation processes is an added advantage


Key Performance Indicators (KPIs)

Lead response time and follow-up efficiency

Site visit generation and conversion ratio

Booking and sales conversion targets

Customer satisfaction and retention metrics

CRM data accuracy and reporting quality

Team productivity and performance achievement