KEERANN ANAND
Summary
Dynamic Senior Manager with extensive experience at Bombay Realty, specializing in CRM and customer loyalty initiatives. Proven track record in enhancing customer engagement and retention through Salesforce CRM and strategic program implementation. Adept at driving results and fostering strong relationships, ensuring operational excellence and superior service delivery.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Senior Manager – Loyalty Sales & Direct Sales
Bombay Realty
Mumbai
10.2025 - Current
- Established and led the Loyalty Sales function for premium residential developments.
- Designed and implemented Loyalty and Referral Programs to generate repeat business and customer advocacy.
- Drove Direct Sales initiatives leveraging existing customers, corporate relationships, societies, and internal databases to enhance revenue streams.
- Collaborated with Sales, CRM, Presales, Marketing, Legal, and Leadership teams to enhance conversion rates and elevate customer satisfaction.
- Developed and implemented SOPs to improve sales efficiency, process compliance, and customer experience.
- Conducted Sales Process Audits assessing adherence to organizational SOPs, customer engagement standards, and sales processes to identify improvement areas.
- Prepared audit scorecards and presented findings, recommendations, and action plans to the CEO and Site Heads.
Deputy General Manager – CRM
Saket Group
Kalyan
02.2024 - 09.2024
- Led end-to-end CRM operations across the complete customer lifecycle.
- Managed customer onboarding, registration, possession, and handover processes to ensure smooth transitions and enhance customer satisfaction.
- Developed and executed customer loyalty, engagement, and retention initiatives to foster strong, lasting customer relationships.
- Improved SLA adherence by optimizing CRM processes and enhancing operational efficiency.
- Coordinated with Sales, Legal, Finance, Projects, and Site teams for seamless customer experience.
- Developed and implemented CRM SOPs to standardize processes and improve productivity.
- Monitored customer feedback and service levels to identify process improvements and drive continuous enhancement in service delivery.
Senior Manager – Customer Centricity
Runwal Realty
Mumbai
05.2022 - 01.2024
- Led Customer Experience and Customer Centricity initiatives across premium residential projects.
- Designed and implemented customer loyalty, referral, and engagement programs to improve retention and customer advocacy.
- Developed customer retention strategies to strengthen long-term customer relationships.
- Managed customer escalations, ensuring timely resolutions and maintaining superior service quality.
- Conducted CRM process audits and implemented corrective actions for operational excellence.
- Streamlined CRM workflows, enhancing response time and increasing customer satisfaction.
- Collaborated with Sales, Marketing, Projects, Legal, and Finance teams to deliver seamless customer journeys.
CRM Manager & Escalation Head
Shapoorji Pallonji Real Estate
Mumbai
04.2018 - 05.2022
- Led customer escalation management for critical and high-priority customer cases.
- Oversaw end-to-end CRM operations, enhancing customer experience through streamlined collections, registration, possession, handover, and post-sales service.
- Managed HNI and VIP customer relationships with personalized service delivery.
- Monitored compliance with customer service SLAs and turnaround time (TAT) commitments, ensuring timely and effective service delivery.
- Coordinated with Sales, Legal, Finance, Projects, and Site teams for seamless customer experience.
- Enhanced customer communication and issue resolution, driving service quality through proactive engagement strategies.
Manager – CRM
Runwal Realty
Mumbai
04.2014 - 03.2018
- Managed post-sales CRM operations for residential projects.
- Managed customer communication, collections, registration, possession, and service requests to streamline post-sales processes.
- Monitored adherence to customer service SLAs and established turnaround times to enhance service quality.
- Coordinated with internal teams to resolve customer queries and improve service delivery.
- Facilitated customer satisfaction initiatives and process improvements to drive better service outcomes.
Assistant Manager – CRM
ANA Realty
Mumbai
10.2013 - 04.2014
- Implemented project launch processes to ensure successful project launches and smooth customer onboarding.
- Oversaw customer lifecycle activities from booking to possession, ensuring seamless transitions.
- Ensured timely customer communication and adherence to defined Service Level Agreements (SLAs).
- Collaborated with Sales, Projects, Legal, Finance, and Site teams to efficiently resolve customer issues within agreed turnaround times.
- Facilitated customer registration processes to ensure accurate documentation and smooth onboarding., documentation, collections, and possession activities.
- Evaluated customer service standards and ensured process compliance to enhance service delivery.
- Built strong customer relationships through proactive communication and timely issue resolution.
Customer Service Executive
Kalpataru Ltd.
Mumbai
02.2010 - 01.2013
- Handled customer queries, ensuring timely resolution to improve overall service experience.
- Maintained strong customer relationships through proactive communication, fostering loyalty and repeat business.
- Managed post-booking customer support and service delivery to enhance customer satisfaction.
- Coordinated documentation, collections, registration, and possession activities.
Education
Bachelor of Commerce (B.Com) -
Punjabi University
Higher Secondary Certificate (HSC) -
UBS College
MumbaiSecondary School Certificate (SSC) -
Powai English High School
MumbaiSkills
- Sales strategy and loyalty
- Customer experience transformation
- Referral business development
- HNI relationship management
- CRM strategy and operations
- Sales operations
- Business process improvement
- SOP design and governance
- Cross-functional leadership
- Customer lifecycle management
- Process audits
- Team leadership
Certification
Six Sigma Green Belt Certified
Technical Skills
- Salesforce CRM
- SAP
- Enrich 360
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Word
Timeline
Senior Manager – Loyalty Sales & Direct Sales
Bombay Realty
10.2025 - Current
Deputy General Manager – CRM
Saket Group
02.2024 - 09.2024
Senior Manager – Customer Centricity
Runwal Realty
05.2022 - 01.2024
CRM Manager & Escalation Head
Shapoorji Pallonji Real Estate
04.2018 - 05.2022
Manager – CRM
Runwal Realty
04.2014 - 03.2018
Assistant Manager – CRM
ANA Realty
10.2013 - 04.2014
Customer Service Executive
Kalpataru Ltd.
02.2010 - 01.2013
Bachelor of Commerce (B.Com) -
Punjabi University
Higher Secondary Certificate (HSC) -
UBS College
Secondary School Certificate (SSC) -
Powai English High School