Director of Customer Relationship Management

Foncia Consult is hiring a Director of Customer Relationship Management to lead customer relationship strategy and execution across its real estate consulting activities. The role optimizes CRM processes, tools, and data flows to improve client engagement, retention, and satisfaction, while coordinating cross-functional programs and reporting insights to leadership.

Responsibilities:

• The Director of Customer Relationship Management is a full-time remote role responsible for leading the strategy and execution of customer relationship initiatives across Foncia Consult’s real estate consulting activities
• This role oversees the design and optimization of CRM processes, tools, and data flows to strengthen client engagement, retention, and satisfaction
• Day-to-day responsibilities include analyzing customer data and behaviors, defining and refining customer segments, and collaborating with sales and consulting teams to develop targeted relationship programs
• The Director will monitor key performance indicators, provide regular reporting and insights to leadership, and drive continuous improvement projects that enhance the overall customer experience
• This role also involves aligning CRM strategies with business goals, managing cross-functional projects, and ensuring responsible use of customer data in line with privacy and compliance standards

Requirements:

• Strong analytical skills and experience working with analytics tools to interpret customer data, identify trends, and support data-informed decisions
• Proficiency in market segmentation, including designing and managing customer segments to support targeted communication and relationship strategies
• Background in sales or commercial roles, with the ability to partner closely with sales teams to align CRM initiatives with revenue and retention goals
• Proven project management skills, including planning, prioritizing, and leading cross-functional CRM and customer experience projects
• Experience with CRM platforms and related technologies (e.g., Salesforce, HubSpot, or similar) and an understanding of data governance and privacy best practices
• Excellent written and verbal communication skills, with the ability to present complex information clearly to technical and non-technical stakeholders
• Demonstrated ability to work independently in a remote environment, manage multiple priorities, and collaborate effectively across distributed teams
• Bachelor's or master's degree in Business, Marketing, Data Analytics, Real Estate, or a related field
• experience in real estate or professional services consulting