General Manager CRM

We are looking for an experienced General Manager CRM to lead customer relationship management operations, ensure timely resolution of customer queries, and coordinate effectively with internal and cross-functional departments. The ideal candidate should have strong knowledge of real estate processes, customer lifecycle management, documentation, possession, NOC, and regulatory requirements.

Role & responsibilities

• Handle customer requests related to demand, payment plans, time extensions, correspondence details, updated demands, cancellations, payment updates, and interest clearance for NOC.
• Guide customers on processes and ensure timely communication regarding updates related to their purchases.
• Coordinate with the Legal Department for documentation and name-change requests in existing allotments.
• Follow up with backend and respective departments to ensure timely resolution of customer concerns.
• Meet customers and facilitate the issuance of NOC after verification and completion of required documentation.
• Verify possession-related documentation and coordinate with customers for completion and signing of necessary documents.
• Check and coordinate the initiation of compulsory maintenance and applicable penalties across different projects.
• Resolve customer queries, including parking-related issues, by coordinating with Planning and other concerned departments.
• Handle customer requests raised between the No Dues and Possession stages, including offers and other requests, and provide appropriate responses after discussion with the relevant authorities.
• Lead and monitor CRM operations to ensure high levels of customer satisfaction and timely resolution of escalated matters.
• Establish effective coordination between CRM and other departments to ensure smooth customer service delivery.

Preferred Candidate Profile

• 1215 years of relevant experience in Customer Relationship Management within the real estate industry.
• Strong understanding of real estate processes, documentation, customer lifecycle, possession, NOC, and applicable regulations.
• Proven ability to lead teams and manage cross-functional coordination.
• Excellent communication, interpersonal, leadership, negotiation, and presentation skills.
• Strong customer-centric approach with excellent problem-solving and decision-making abilities.
• High standards of ethics, integrity, confidentiality, and corporate governance.
• Strong follow-up, stakeholder management, and escalation-handling skills.
• Proficiency in MS Office and CRM systems will be an added advantage.