General Manager- CRM

Key Responsibilities

CRM Strategy & Leadership

• Develop and implement CRM strategies aligned with business goals.
• Lead the CRM department and ensure service excellence at all customer touchpoints.
• Establish customer experience benchmarks and service standards.

Customer Lifecycle Management

• Oversee the complete customer journey from booking to possession and post-handover services.
• Ensure seamless coordination between sales, projects, legal, finance, and facility teams.
• Manage customer communication including demand letters, project updates, and milestone notifications.

Customer Experience & Satisfaction

• Drive initiatives to enhance customer satisfaction and brand loyalty.
• Monitor customer feedback, grievances, and resolution timelines.
• Implement systems to improve service delivery and transparency.

Complaint & Escalation Management

• Manage escalations and ensure timely resolution of customer issues.
• Create structured grievance redressal mechanisms.
• Maintain escalation matrices and resolution SLAs.

Collections & Documentation Coordination

• Coordinate with finance for payment follow-ups and collections.
• Ensure timely dispatch of demand notices and payment tracking.
• Monitor agreement execution, loan coordination, and possession documentation.

Process Improvement & Automation

• Implement CRM tools, ERP systems, and automation to improve efficiency.
• Optimize CRM workflows and reporting systems.
• Ensure data accuracy and CRM MIS reporting.

Team Management

• Lead, mentor, and develop the CRM team.
• Set KPIs and monitor team performance.
• Conduct training to enhance customer service standards.

Key Skills & Competencies

• Strong customer relationship and service orientation.
• In-depth knowledge of real estate customer lifecycle and possession processes.
• Excellent leadership and team management skills.
• Expertise in CRM software, ERP systems, and MIS reporting.
• Strong problem-solving and escalation handling abilities.
• Excellent communication and stakeholder management skills.