CRM - Head

Position Overview: The Head of Customer Relationship Management (CRM) is responsible for defining and leading the CRM strategy across the organization. This senior leadership role focuses on driving customer engagement, retention, and satisfaction through effective management of customer relationships, leveraging data and technology to deliver personalized, value-driven experiences. The Head of CRM will lead a cross-functional team and work closely with Marketing, Sales, Operations, and Product teams to ensure a seamless and customer-centric approach across all touchpoints.

Key Responsibilities:CRM Strategy Development & Execution:Develop and execute a comprehensive CRM strategy that aligns with the companys overall business goals and customer-centric vision.Define customer segmentation strategies to enhance personalized experiences and improve customer loyalty and retention.Establish and track key performance indicators (KPIs) for CRM performance, including customer satisfaction, lifetime value, retention rates, and engagement metrics.Customer Segmentation & Personalization:Lead the development of customer segmentation frameworks, utilizing data-driven insights to create targeted campaigns and experiences.Implement personalized communication strategies through email, SMS, mobile apps, and other relevant channels to engage customers and enhance their journey.Oversee the optimization of customer touchpoints (both digital and physical) to ensure consistency and personalization throughout the customer lifecycle.Customer Retention & Loyalty Programs:Develop and manage customer retention strategies, including loyalty programs, customer rewards, and advocacy initiatives to foster long-term relationships.Identify at-risk customers and implement proactive strategies to re-engage and retain them.Drive improvements in churn management by utilizing predictive analytics, feedback loops, and customer insights.Data Analytics & Insights:Lead the collection, analysis, and interpretation of customer data to gain insights into customer behavior, preferences, and needs.Use CRM and analytics platforms (e.g., Salesforce, HubSpot, Zoho CRM) to track customer interactions, measure engagement, and optimize campaign effectiveness.Provide actionable insights to senior management based on CRM analytics to improve customer experience, retention, and business growth.Cross-Functional Collaboration:Work closely with the Sales, Marketing, Operations, and Product teams to ensure a seamless customer experience across all touchpoints.Partner with Marketing to design and execute targeted campaigns that enhance brand loyalty and drive customer acquisition.Collaborate with Customer Service teams to address customer concerns, resolve issues, and continuously improve service levels.Customer Journey Mapping & Experience Optimization:Oversee the mapping of the entire customer journey, identifying key touchpoints, pain points, and opportunities to improve the customer experience.Implement strategies for optimizing every stage of the customer lifecycle, from onboarding and purchase to post-purchase support and advocacy.Advocate for customer-centric design thinking in product development, customer service, and marketing strategies.Technology & CRM Systems Management:Manage and optimize the organizations CRM systems and platforms, ensuring they are integrated with other business systems (e.g., ERP, sales platforms).Stay abreast of emerging CRM technologies and trends, recommending innovative solutions to enhance CRM capabilities.Oversee the training and development of teams to ensure effective use of CRM tools and platforms.Customer Feedback & Voice of the Customer (VOC):Lead initiatives to gather and analyze customer feedback through surveys, NPS (Net Promoter Score), customer satisfaction assessments, and social media monitoring.Act as the voice of the customer within the organization, advocating for customer needs and ensuring customer satisfaction is a top priority.Use VOC insights to drive continuous improvement in product offerings, service levels, and customer communication strategies.Team Leadership & Development:Lead, mentor, and develop a high-performing CRM team, fostering a culture of collaboration, innovation, and continuous learning.Provide guidance and support to CRM managers and staff in executing CRM strategies and meeting performance goals.Promote a customer-centric culture within the organization, ensuring that all employees understand and contribute to CRM objectives.Budget & Resource Management:Develop and manage the CRM department budget, ensuring effective allocation of resources across key initiatives.Monitor CRM performance against set budgets, adjusting strategies as necessary to optimize results.

Qualifications: Education:Bachelors degree in Business Administration, Marketing, Customer Experience, or a related field (Masters or MBA preferred).Relevant certifications in CRM platforms (e.g., Salesforce Certified Administrator, HubSpot CRM) or Customer Experience (e.g., CXPA) are a plus.Experience:Minimum of 10-15 years of experience in CRM, customer experience, or a related field, with at least 5-7 years in a senior leadership role.Proven track record of developing and executing successful CRM strategies that drive customer engagement, retention, and loyalty.Strong experience with CRM software, data analytics, and customer engagement technologies (e.g., Salesforce, HubSpot, Marketo, etc.).Experience in leading cross-functional teams and managing large-scale customer-centric initiatives.Skills & Competencies:Strong leadership and team-building skills, with the ability to inspire and lead a diverse team.Excellent communication, presentation, and interpersonal skills, with the ability to influence and engage senior stakeholders.Advanced analytical skills, with the ability to interpret complex data and translate it into actionable strategies.Expertise in customer segmentation, journey mapping, and experience optimization.Deep understanding of digital marketing, customer engagement, and social media strategies.Familiarity with emerging CRM trends, technologies, and best practices.Personal Attributes:Customer-obsessed with a passion for improving customer experience and creating lasting relationships.Strategic thinker with the ability to balance long-term vision with day-to-day operational needs.Strong problem-solving skills, with the ability to innovate and drive continuous improvement.Results-driven with a focus on achieving measurable outcomes in customer retention and business growth.Work Environment:Fast-paced, dynamic, and customer-focused work environment.Ability to manage multiple projects and prioritize effectively under tight deadlines.Flexibility to work across departments and collaborate with teams at all levels of the organization.Occasional travel may be required for meetings with key clients, partners, or industry events.The Head of CRM will play a critical role in shaping and executing the organizations customer relationship strategy, leading efforts to create a best-in-class customer experience. As the leader of the CRM function, this individual will drive customer retention, loyalty, and overall satisfaction while contributing to the companys growth and profitability.

Only 1 - 15 years of real estate experience is required. Candidates from western location only apply.