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.
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 cont
📌 Deputy General Manager (Jaipur)
🏢 Snehal
📍 Jaipur
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