Verified Job
Recruiter / HR / Admin
Deputy General Manager of Customer Relationship Management
Recruiter / HR / Admin
#733527
Remote / WFH
Eventrics Multi Tasking Solutions Pvt Ltd
Job Description
Job Description: Deputy General Manager (DGM) – Customer Relationship Management (CRM)
Role Overview
Position: Deputy General Manager (DGM) – CRM
Department: Customer Relationship Management
Reports to: Chief Sales & Marketing Officer (CSMO)
Location: Jaipur
Compensation: Up to 25 LPA
Notice Period: Immediate to 15 Days
Role Purpose:
Lead the end-to-end customer relationship function from booking through possession and post-possession. This role ensures an exceptional customer experience, timely issue resolution, seamless cross-functional coordination, and high customer satisfaction across all real estate projects.
Key Responsibilities
Strategy & execution: Develop and execute CRM strategies aligned closely with organizational business objectives.
Lifecycle Management: Lead pre-sales handover, post-booking processes, collections coordination, possession milestones, and post-possession support.
Customer Success: Drive overall customer satisfaction, Net Promoter Score (NPS), customer referrals, and brand retention.
Escalation Management: Handle customer communications, critical escalations, and complex complaint resolutions within strict SLAs.
Cross-functional Collaboration: Coordinate seamlessly with Sales, Projects, Legal, Finance, and Marketing teams to ensure a unified customer journey.
Data & Reporting: Monitor CRM dashboards, MIS data, aging reports, and service KPIs to track performance.
Compliance & SOPs: Ensure strict compliance with RERA regulations and necessary customer documentation processes while continuously improving SOPs and automation.
Team Leadership: Mentor, coach, and develop CRM managers and executives to optimize team productivity.
Key Performance Indicators (KPIs)
Customer Satisfaction (CSAT / NPS)
Complaint closure Turnaround Time (TAT)
Escalation resolution efficiency
Smoothness of the possession experience
Collection and milestone payment support
Revenue driven via referral business
Team productivity and audit compliance
Candidate Profile & Qualifications
Experience: 12 to 22 years of extensive CRM/customer service experience (Real Estate industry experience is strictly mandatory).
Education: MBA / PGDM preferred.
Core Competencies: Proven stability in past roles, strong leadership capability, and excellent stakeholder management.
Technical & Soft Skills: Highly articulate communication skills, deep analytical capabilities, and comfort working with modern ERP/CRM platforms.
Role Overview
Position: Deputy General Manager (DGM) – CRM
Department: Customer Relationship Management
Reports to: Chief Sales & Marketing Officer (CSMO)
Location: Jaipur
Compensation: Up to 25 LPA
Notice Period: Immediate to 15 Days
Role Purpose:
Lead the end-to-end customer relationship function from booking through possession and post-possession. This role ensures an exceptional customer experience, timely issue resolution, seamless cross-functional coordination, and high customer satisfaction across all real estate projects.
Key Responsibilities
Strategy & execution: Develop and execute CRM strategies aligned closely with organizational business objectives.
Lifecycle Management: Lead pre-sales handover, post-booking processes, collections coordination, possession milestones, and post-possession support.
Customer Success: Drive overall customer satisfaction, Net Promoter Score (NPS), customer referrals, and brand retention.
Escalation Management: Handle customer communications, critical escalations, and complex complaint resolutions within strict SLAs.
Cross-functional Collaboration: Coordinate seamlessly with Sales, Projects, Legal, Finance, and Marketing teams to ensure a unified customer journey.
Data & Reporting: Monitor CRM dashboards, MIS data, aging reports, and service KPIs to track performance.
Compliance & SOPs: Ensure strict compliance with RERA regulations and necessary customer documentation processes while continuously improving SOPs and automation.
Team Leadership: Mentor, coach, and develop CRM managers and executives to optimize team productivity.
Key Performance Indicators (KPIs)
Customer Satisfaction (CSAT / NPS)
Complaint closure Turnaround Time (TAT)
Escalation resolution efficiency
Smoothness of the possession experience
Collection and milestone payment support
Revenue driven via referral business
Team productivity and audit compliance
Candidate Profile & Qualifications
Experience: 12 to 22 years of extensive CRM/customer service experience (Real Estate industry experience is strictly mandatory).
Education: MBA / PGDM preferred.
Core Competencies: Proven stability in past roles, strong leadership capability, and excellent stakeholder management.
Technical & Soft Skills: Highly articulate communication skills, deep analytical capabilities, and comfort working with modern ERP/CRM platforms.
