AHS, a leading luxury real estate developer, is seeking an experienced and strategic Head of CRM to lead the customer relationship management function within the organization. This role is critical in driving customer engagement, retention, and satisfaction through effective CRM strategies, data analysis, and team leadership. The ideal candidate will have a strong background in CRM systems, marketing automation, and analytics, with a passion for enhancing client experiences in the luxury real estate sector.

Key Responsibilities

• Essential Requirements
• Proven leadership experience in CRM, Customer Experience, Client Relations, or Customer Success functions.
• Strong expertise in Salesforce CRM, including system administration, reporting, workflow automation, dashboard management, customer segmentation, and user adoption.
• Demonstrated experience managing the complete customer lifecycle, from reservation and sales support through handover, post-handover care, and long-term relationship management.
• Hands-on experience overseeing the Defect Liability Period (DLP) process, coordinating effectively with construction, maintenance, facilities management, and customer service teams to ensure timely issue resolution.
• Experience serving Ultra-High-Net-Worth (UHNW) and high-profile clients, with exceptional standards of discretion, confidentiality, and personalized service.
• Strong understanding of property handover processes, maintenance coordination, customer escalation management, and service recovery.
• Proven ability to analyze customer data and translate insights into improved customer retention, satisfaction, and loyalty.
• Experience leading and developing high-performing CRM and customer service teams.
• Excellent stakeholder management skills, with the ability to collaborate across Sales, Marketing, Development, Operations, Property Management, and Executive Leadership.
• Strong communication, presentation, and relationship-building skills.

• Bachelor's degree in Marketing, Business Administration, or a related field; Master's degree is a plus.
• 7+ years of experience in CRM management, preferably in luxury real estate or related industries.
• Proven expertise in CRM platforms (e.g., Salesforce, Microsoft Dynamics) and marketing automation tools.
• Strong analytical skills with ability to interpret complex data and develop actionable insights.
• Excellent leadership and team management capabilities.
• Exceptional communication and interpersonal skills.
• Knowledge of customer data protection laws and compliance requirements.
• Ability to work cross-functionally and influence stakeholders at all levels.
• Results-driven mindset with a focus on customer satisfaction and business growth.
• Experience in digital marketing and customer journey mapping is advantageous.