General Manager Crm

Function:

Position Overview / What Youll Do:

General Manager – CRM

Key Responsibilities:

Strategic & Leadership Responsibilities

• Develop and execute a long-term customer relationship strategy aligned with business growth objectives.
• Act as the voice of the customer in strategic decisions and provide insights to senior leadership.
• Own and drive customer satisfaction, referral, and retention KPIs across the company.

Customer Communication & Relationship Management

• Manage high-value client interactions via email, phone, and in-person meetings, ensuring a consistent and professional experience.
• Ensure prompt and effective responses to all customer concerns, queries, and escalations.
• Maintain continuous engagement with customers from booking to possession and post-handover phases.

Internal Coordination & Stakeholder Management

• Liaise with internal teams — including Sales, Legal, Finance, Projects, and Facility — to ensure timely closure of customer requirements.
• Establish SLAs and streamline inter-departmental workflows for faster resolution of client queries.

MIS Reporting & Analytical Insights

• Oversee the preparation of key MIS reports, including collection tracking, receivables, customer aging, and future cash flows.
• Analyze customer behavior, feedback trends, and data patterns to guide policy decisions.

Team Management & Development

• Lead, mentor, and scale a high-performing CRM team across projects and locations.
• Foster a culture of customer centricity, ownership, and continuous improvement.
• Drive training initiatives for upskilling team members on communication, empathy, and systems.

Process Design & Enhancement

• Develop and implement customer-centric SOPs and feedback loops.
• Introduce technology-driven solutions (CRM tools, ticketing systems, automation) to improve responsiveness and service quality.
• Review existing processes regularly and introduce innovative practices to elevate customer experience.

Escalation & Crisis Management

• Handle critical escalations and VIP clientele with maturity, tact, and urgency.
• Ensure compliance with RERA guidelines and other regulatory norms.

Basic Qualifications & Skills:

• Graduate in any discipline.
• 18–20 years of relevant experience, with a minimum of 10 years in a leadership capacity in real estate CRM.
• Excellent communication and interpersonal skills.
• Strong business writing and documentation ability.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
• Strong problem-solving and negotiation skills.

Preferred Qualifications:

• Master’s degree in Business Administration or related field.
• Working knowledge of real estate CRM systems (e.g., Salesforce, SAP).
• Familiarity with RERA and other applicable real estate regulatory frameworks.

Languages Required:

• English (Fluent)
• Hindi (Working proficiency)
• Knowledge of any South Indian language will be an added advantage.