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.

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 ac

📌 Deputy General Manager (Jaipur)
🏢 Shree private
📍 Jaipur