We're Hiring | 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.

- 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.

- 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.

- 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.

- 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.

- 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
- Solid 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.
- Strong 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 (Jaipur)
🏢 khushboo
📍 Jaipur