We are looking for an experienced General Manager – CRM to lead the customer relationship management function and ensure a seamless customer experience throughout the post-sales journey. The role will be responsible for CRM operations, customer communication, possession coordination, complaint resolution, collections coordination, and team management.

Key Responsibilities
- Lead and manage the overall CRM function and team.
- Develop and implement CRM strategies to improve customer satisfaction and retention.
- Oversee the complete post-sales customer journey from booking to possession and beyond.
- Ensure timely communication with customers regarding agreements, payments, construction updates, possession, and other project-related matters.
- Handle and resolve customer complaints, escalations, and grievances effectively.
- Coordinate with Sales, Accounts, Legal, Projects, and other departments for smooth customer service.
- Monitor payment follow-ups, outstanding collections, and customer account-related issues.
- Ensure timely execution of agreements, documentation, registration,



possession, and handover processes.
- Establish and monitor CRM policies, SOPs, processes, and service standards.
- Track CRM performance through KPIs, customer feedback, TAT, and escalation reports.
- Prepare and present regular CRM MIS and management reports.
- Drive customer engagement initiatives and improve overall customer experience.
- Train, mentor, and evaluate the CRM team to achieve departmental objectives.
- Ensure compliance with company policies, RERA requirements, and applicable processes.

Key Skills & Competencies
- Robust leadership and team management skills.
- Excellent communication and interpersonal skills.
- Strong customer service and conflict-resolution abilities.
- Good knowledge of real estate CRM processes and post-sales operations.
- Strong analytical, coordination, and problem-solving skills.
- Ability to manage escalations and high-value customers professio

📌 CRM GM (Pune)
🏢 Jhamtani Developers
📍 Pune