Head CRM/ senior CRM Specialist

Head of CRM / Senior CRM Specialist Lead the endtoend customer lifecycle for highnetworth (HNI) and ultrahighnetworth (UHNI) clientele, ensuring premium, personalized experiences across all touchpoints. Drive customer experience strategy, CRM operations, and crossfunctional collaboration to build loyalty, retention, and advocacy for a luxuryfocused brand. Responsibilities Own the endtoend customer lifecycle from booking to postpossession, ensuring seamless, personalized communication and premium customer experiences across all touchpoints.Develop and implement customer experience standards inspired by luxury hospitality, designing engagement initiatives, concierge services, and exclusive customer programs.Build strong customer relationships through proactive communication and expectation management, driving loyalty, retention, referrals, and advocacy.Manage customer escalations with speed and professionalism, establish SLAs, resolve service issues, and implement continuous improvements.Partner with Sales, Marketing, Projects, Design, Finance, Legal, and Leadership teams to deliver a seamless customer journey.Build and optimize CRM processes, SOPs, workflows, and governance, ensuring process compliance, CRM adoption, and operational efficiency.Lead, mentor, and develop a highperforming CRM team, driving a customercentric culture while monitoring service KPIs and team performance.Analyze customer feedback, satisfaction metrics, and service trends, recommending strategic improvements to enhance customer experience and business outcomes.Deliver a premium handover experience through efficient coordination, documentation, and customer onboarding.Foster longterm customer relationships through engagement programs, exclusive events, and communitybuilding initiatives, encouraging referrals, testimonials, and brand advocacy. Requirements 12 to 18 years of progressive experience in CRM, with a focus on HNI and UHNI segments.Proven expertise in customer journey management, customer experience strategy, and CRM operations.Strong leadership skills with experience building and managing highperforming teams.Excellent crossfunctional collaboration abilities, working effectively with Sales, Marketing, Projects, Design, Finance, Legal, and Leadership.Analytical mindset with the ability to interpret customer insights and drive continuous improvement.Bachelors degree in Business, Marketing, or a related field (or equivalent professional experience). .