Head of Customer Relationship Management

Head of Customer Relationship Management

Direct message the job poster from Genius HRTech Limited

The role holder will be responsible for leading the company's Salesforce-driven customer relationship management strategy across residential, hospitality, and mixed-use developments, prioritizing the enhancement of customer loyalty, conversion optimization, and maximization of customer lifetime value.

• Define and execute the overall CRM vision, strategic roadmap, and key performance indicators aligned with business objectives and long-term shareholder value.
• Lead Salesforce adoption and drive change management across Sales, Marketing, Customer Service, and other customer-facing departments.
• Create and manage comprehensive Salesforce dashboards, reports, and advanced analytics for senior leadership and board-level reporting.
• Track and report on key metrics including lead-to-sale conversion rates, agent productivity, customer retention, and service-level agreements (SLAs).
• Build, lead, and mentor a high-performing CRM team comprising administrators, analysts, developers, and specialists.
• Manage vendor relationships with Salesforce partners, implementation consultants, and technology service providers to ensure optimal value delivery.
• Conduct comprehensive user training programs and ensure consistent platform adoption across all departments.
• Minimum 10-12 years of professional experience.
• At least 5+ years of hands-on experience managing Salesforce CRM platforms in a leadership capacity.
• Proven track record of CRM leadership within real estate, property development, hospitality, or related sectors.

Strong understanding of lead management, sales funnels, and customer lifecycle management.

Director

Full-time

Customer Service, Retail, Real Estate, Hospitality

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