## 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.
Pay: ₹2,200,000.00 - ₹2,500,000.00 per year
Work Location: In person
