Senior Customer Relations Manager (CRM)

About the role

DHA Corporate Sales Centre (DCSC), the commercial arm of DHA Karachi, is looking for an experienced, customer-focused professional to lead its Customer Relationship Management (CRM) function. The Head / Senior Manager CRM takes ownership of the full customer lifecycle, engaging prospective buyers, investors, existing customers and overseas clients, and turns customer engagement into measurable business results.

Key responsibilities

• Develop and run a CRM strategy, set customer service standards, response timelines and escalation procedures, and segment customers by investor, overseas Pakistani, premium buyer or corporate client.
• Deliver a premium experience for high-net-worth clients, handle inquiries by phone, email and digital channels, and personally manage sensitive matters and escalated complaints.
• Manage the lead lifecycle from inquiry to conversion, coordinate with Sales and Marketing, track leads and the sales pipeline, and identify repeat business and referrals.
• Own the CRM platform with IT, keep customer records accurate and secure, build dashboards and reports, and recommend automation and digital tools.
• Run post-sale engagement, coordinate payments, documentation, allotment and possession with DHA departments, and keep customers informed on project updates.
• Build relationships with high-net-worth individuals, institutional investors and overseas Pakistanis, and support investor briefings and project launches.
• Lead and develop the CRM team, set performance indicators, hold regular reviews and coach staff.
• Produce weekly and monthly CRM reports for executive management and recommend improvements.

Required profile

• Bachelor's or Master's degree in Business Administration, Marketing, Management, CRM or a related field; MBA or professional certification preferred.
• Minimum 8 to 12 years of relevant experience, including at least 3 to 5 years in a managerial or leadership role.
• Experience in CRM, customer experience, client servicing or investor relations; real estate, premium property sales, banking, wealth management, hospitality or luxury services experience strongly preferred.
• Experience with CRM platforms, customer databases, service operations and performance reporting; experience with high-net-worth clients and overseas investors is an advantage.

Required skills

• Strategic CRM management, CRM platforms, automation and data analytics
• Lead management, sales conversion optimization and customer retention
• Team leadership, negotiation and excellent communication
• Advanced MS Office, reporting and presentation skills

Performance is measured on customer satisfaction, lead conversion, database accuracy, complaint resolution, retention and reporting quality. The position is full-time in DHA Phase VI, Karachi, reporting to the Executive Director / COO of DCSC, with a competitive salary package.