Notice Period:

Immediate Joiners - Up to 15 Days Preferred

Job Summary:

We are seeking an experienced and result-oriented Deputy General Manager Customer Relationship Management (CRM) to lead and strengthen the customer lifecycle management function. The ideal candidate will have extensive experience in the real estate sector, strong leadership capabilities, and a proven track record of enhancing customer satisfaction, retention, and engagement. The role involves managing post-sales customer relationships, driving service excellence, and ensuring seamless customer experiences across all projects.

Key Responsibilities:

- Lead and manage the CRM department across residential and commercial real estate projects.

- Develop and implement customer relationship strategies to enhance customer satisfaction and loyalty.

- Oversee the complete post-sales customer journey from booking to possession and beyond.

- Ensure timely resolution of customer queries, complaints, escalations, and service requests.

- Establish and monitor customer service standards, KPIs, and SLAs.

- Build and maintain strong relationships with customers to improve retention and referrals.

- Coordinate with Sales, Projects, Legal, Finance, and Operations teams for seamless customer support.

- Drive customer engagement initiatives, feedback programs, and satisfaction surveys.

- Analyze customer feedback and recommend process improvements to enhance service quality.

- Manage customer communication related to project updates, possession schedules, documentation, and handovers.

- Monitor collection follow-ups in coordination with internal teams and customers.

- Ensure compliance with RERA guidelines and company policies in all customer interactions.

- Prepare periodic MIS reports, customer satisfaction reports, and management dashboards.

- Handle critical customer escalations and provide effective resolution within defined timelines.

- Lead, mentor, and develop CRM team members to achieve departmental objectives.

- Identify opportunities for automation and process optimization within CRM operations.

- Collaborate with senior management to formulate customer-centric business strategies.

Required Skills & Competencies:

- Strong expertise in Customer Relationship Management within the Real Estate industry.

- Excellent communication, interpersonal, and stakeholder management skills.

- Strong leadership and team management capabilities.

- Expertise in customer grievance handling and escalation management.

- Sound knowledge of post-sales processes and customer lifecycle management.

- Strong understanding of RERA regulations and real estate compliance requirements.

- Proficiency in CRM software, ERP systems, and Microsoft Office Suite.

- Strong analytical and problem-solving skills.

- Ability to manage multiple projects and priorities simultaneously.

- High customer orientation with a focus on service excellence.

- Strong negotiation and conflict resolution skills.

- Experience in process improvement and service quality enhancement.

- Ability to work in a fast-paced and target-driven environment.

- Strong reporting, MIS, and data interpretation skills.

Educational Qualification:

- Bachelor's Degree in Business Administration, Management, Marketing, or related field.

- MBA or Postgraduate qualification will be preferred.

Preferred Candidate Profile:

- Proven track record of managing large customer portfolios and CRM teams.

- Demonstrated stability in previous employment.

- Experience handling high-value customers and complex customer issues.

- Strong understanding of customer engagement, retention, and service excellence practices.

- Immediate joiners or candidates serving a notice period of up to 15 days will be preferred.