Head of CRM

TLD – The Land Developers is seeking an experienced Head of CRM to own and optimize the full post-sales customer lifecycle across our real estate portfolio. This role leads Customer Care, Collections, Handover, and Call Center operations, delivering outstanding customer experience, robust collections performance, and seamless handover execution aligned with our premium brand standards.

Key Responsibilities

• Develop and execute the CRM strategy across all post-sales functions.
• Lead the Customer Care, Collections, Handover, and Call Center teams.
• Improve collections efficiency and portfolio performance.
• Enhance customer satisfaction and resolution processes for complaints.
• Ensure smooth and timely unit handovers.
• Drive CRM system optimization, reporting, and process automation.
• Establish KPIs, SLAs, and performance dashboards.
  
  

Key accountabilities

• Increased retention rates, customer satisfaction, and engagement metrics.
• Improved CRM adoption and seamless integration across departments.
• Improvement in CSAT and Net Promoter Scores (NPS).
• Timely resolution and increased recovery and satisfaction rates.
• Accurate fulfilment of customer-specific needs and high satisfaction ratings.
• Reduced overdue receivables and improved cash collection performance.
• Improved recovery rate through effective legal escalation and case resolution
  
  

Requirements

• 10+ years of hands-on CRM experience within real estate
• Proven leadership experience managing post-sales operations
• Strong background in collections and revenue protection
• Experience with CRM systems and operational process improvement
• Strong analytical, leadership, and stakeholder management skills