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

- Strong 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 professionally.

- Positive knowledge of CRM software, ERP systems, and MS Office.

- Strong decision-making and stakeholder-management skills.

Qualification & Experience

- Graduate/Postgraduate in Business Administration, Management, or a related field.

- 5–10 years of relevant experience, preferably in Real Estate CRM/Post-Sales operations.

- Proven experience managing CRM teams and large customer portfolios.

- Candidates with experience in residential real estate will be preferred.

Pay: ₹90,000.00 - ₹95,000.00 per month

Benefits

- Health insurance

- Provident Fund

Work Location: In person

📌 CRM GM (Pune)
🏢 Jhamtani Developers
📍 Pune