Deputy General Manager (DGM) – Customer Relationship Management (CRM)
Location: Jaipur
Experience: 12+ Years
Industry: Real Estate
Employment Type: Full-Time
Qualification: MBA / PGDM Preferred
About the Role
We are looking for an experienced and strategic Deputy General Manager (DGM) – Customer Relationship Management (CRM) to lead the complete customer relationship function from booking through possession and post-possession.
The ideal candidate will be responsible for driving exceptional customer experiences, managing customer lifecycle processes, improving satisfaction levels, handling escalations, and leading CRM teams while ensuring seamless coordination across multiple departments.
Key Responsibilities
1. CRM Strategy & Customer Experience Management
Develop and execute CRM strategies aligned with business objectives.
Manage the complete customer journey from booking to possession and post-possession support.
Drive customer satisfaction, retention, referrals, and overall customer experience.
Implement initiatives to enhance customer engagement and loyalty.
2. Customer Relationship & Escalation Management
Manage customer communications, concerns, and escalations effectively.
Ensure timely resolution of customer issues within defined SLAs.
Build strong customer relationships through proactive engagement.
Identify recurring customer concerns and implement improvement measures.
3. Cross-Functional Coordination
Collaborate with Sales, Projects, Legal, Finance, and Marketing teams.
Ensure smooth coordination for customer handovers, possession processes, and post-sales support.
Support collection coordination and customer documentation processes.
4. CRM Operations & Process Improvement
Monitor CRM dashboards, MIS reports, ageing reports, and service KPIs.
Improve customer journey through process optimization and automation.
Develop and enhance SOPs for effective CRM operations.
Ensure compliance with customer documentation and regulatory processes.
5. Customer Satisfaction & Performance Management
Track and improve key metrics including CSAT, NPS, complaint closure TAT, and customer satisfaction scores.
Monitor possession experience and service quality.
Drive continuous improvement initiatives across CRM operations.
6. Team Leadership & Development
Lead and mentor CRM managers and executives.
Build a high-performing CRM team through coaching and capability development.
Monitor team productivity and operational efficiency.
Establish performance standards and ensure achievement of goals.
Required Skills
Customer Relationship Management
Customer Experience Management
Real Estate CRM Operations
Customer Escalation Handling
Stakeholder Management
CRM Tools & ERP Systems
MIS Reporting & Analytics
Process Improvement & SOP Implementation
Team Leadership & People Management
Strong Communication & Problem-Solving Skills
Qualifications & Experience
MBA/PGDM preferred.
Minimum 12+ years of experience in CRM/Customer Service functions.
Prior experience in the Real Estate industry is highly preferred.
Strong experience in customer lifecycle management, CRM operations, stakeholder coordination, and team leadership.
Excellent analytical, leadership, and communication skills.
Why Join Us?
Opportunity to lead customer experience initiatives in a growing real estate organization.
Drive CRM transformation and customer satisfaction at scale.
Work with cross-functional leadership teams.
Be part of an organization focused on delivering exceptional customer experiences.
Apply Now
Interested candidates can share their updated resume at:
[email protected]
Only shortlisted candidates will be contacted for the interview process.
Pay: Up to ₹3,000,000.00 per year
Work Location: In person
