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.
Solid customer service and conflict-resolution abilities.
Positive 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