Customer Relation Senior Manager

Role & Responsibilities Develop and implement the company's CRM strategy aligned with business, sales, marketing, and customer experience objectives. Define customer lifecycle, segmentation, engagement, and retention strategies. Establish CRM processes, policies, and best practices across relevant business functions. Identify opportunities to improve lead management, customer conversion, engagement, and retention through CRM. Develop CRM roadmaps and continuously improve CRM capabilities based on business requirements. Own and manage the CRM platform, ensuring it supports business requirements and customer journey processes. Manage CRM system requirements, implementation projects, upgrades, testing, and issue resolution. Ensure CRM processes are standardized and effectively adopted by users. Monitor system performance, data quality, user adoption, and process compliance. Evaluate new CRM technologies, tools, automation, and AI capabilities that can improve business performance. Establish and maintain high standards for customer and prospect data quality. Develop data governance rules covering data collection, validation, segmentation, duplication, and maintenance. Ensure customer data is accurate, complete, consistent, and accessible to authorized users. Develop customer databases and segmentation frameworks to support targeted marketing and sales activities. Develop CRM dashboards and reports covering key business and customer metrics. Analyze customer and sales data to identify trends, opportunities, and performance gaps. Provide actionable insights and recommendations to management based on CRM data. Establish standardized CRM KPIs and performance measurement frameworks. Qualifications & Experience Bachelor's degree in Business Administration, Marketing, Information Systems, Data Analytics, or a related field. 5+ years of experience in CRM, customer analytics, marketing technology, business intelligence, or related roles. Experience in residential real estate/property development is highly preferred. Strong experience managing CRM platforms, CRM implementation, optimization, or transformation projects. Strong analytical and data interpretation skills. Experience with CRM reporting, dashboards, segmentation, and customer analytics. Experience working with cross-functional teams and external technology vendors. Strong understanding of customer lifecycle management and CRM best practices. Strategic and analytical thinking Strong business and commercial acumen Data-driven decision making Problem solving and process improvement Strong communication and presentation skills Attention to detail and data accuracy