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.

1. 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.

1. 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.

1. 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.

1. 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 across CRM operations.

1. Team Leadership & Development

Lead and mentor CRM managers and executives.

Build a high-performing CRM team through coaching and capability development.

Monitor team productivity and operational efficiency.

Establish performance standards and ensure achievement of goals.

Required Skills : Customer Relationship Management

Customer Experience Management

Real Estate CRM Operations

Customer Escalation Handling

Stakeholder Management

CRM Tools & ERP Systems

MIS Reporting & Analytics

Process Improvement & SOP Implementation

Team Leadership & People Management

Strong Communication & Problem-Solving Skills

Qualifications & Experience

MBA/PGDM preferred.

Minimum 12+ years of experience in CRM/Customer Service functions.

Prior experience in the Real Estate industry is highly preferred.

Solid experience in customer lifecycle management, CRM operations, stakeholder coordination, and team leadership.

Excellent analytical, leadership, and communication skills.

Why Join Us?

Opportunity to lead customer experience initiatives in a growing real estate organization.

Drive CRM transformation and customer satisfaction at scale.

Work with cross-functional leadership teams.

Be part of an organization focused on delivering exceptional customer experiences.

Pay: Up to ₹3,000,000.00 per year

Work Location: In person

📌 Deputy General Manager (Dgm) - Customer Relationship Management (CRM)
🏢 Shree private
📍 Jaipur