General Manager - CRM - Real Estate

Position: General Manager - CRM - Panchkula

Department: Customer Relationship Management (CRM) Reporting To: CRM Head

Job Purpose:

To lead and manage the CRM team for delivering excellent customer service, handling customer queries and escalations, coordinating with internal departments, and ensuring smooth post-sales operations for the projects.

Key Responsibilities:

- Team Leadership: Lead and manage the CRM team for residential/commercial projects.

- Customer Handling: Handle customer queries, complaints, and escalations professionally.

- Cross-Department Coordination: Coordinate with Sales, Projects, Finance, Legal, and Facility teams.

- Process Management: Ensure timely processing of customer requests, refunds, documentation, and possession-related activities.

- Customer Satisfaction: Monitor customer satisfaction and maintain service standards.

- Reporting: Maintain MIS reports and CRM dashboards.

- Follow-ups: Conduct regular follow-ups with customers regarding payments and documentation.

- Compliance: Ensure compliance with company policies and audit requirements.

- Training: Train and guide CRM executives/team members.

- Management Support: Support management during project reviews and customer meetings.

Required Skill Set:

Technical Skills:

- Strong knowledge of CRM operations and customer handling.

- Experience in real estate CRM processes.

- Good understanding of SAP/CRM software/MS Excel.

- Knowledge of documentation, collections, refunds, and possession processes.

- MIS reporting and data management skills.

Soft Skills:

- Excellent communication and interpersonal skills.

- Strong leadership and team management ability.

- Problem-solving and conflict-resolution skills.

- Professional email drafting and coordination skills.

- Ability to work under pressure and manage multiple tasks.

Experience:

- 12 - 18 years of experience in CRM/customer service.

- Experience in the real estate industry preferred.

- Prior team handling experience is mandatory.

Qualification:

- Graduate/Postgraduate in any discipline.

- MBA preferred.

Preferred Qualities:

- Customer-centric approach.

- Good coordination and follow-up skills.

- Presentable and professional behaviour