Job Description

Job Title:

Assistant General Manager - CRM

Department:

Customer Relationship Management

Industry:

Real Estate

Location:

Gomti Nagar, Lucknow

Reporting To:

GM

Experience Required:

8+ years in CRM, preferably in the real estate sector

Key Responsibilities:

Lead and supervise the CRM team to promptly resolve customer queries, complaints, and requests. Oversee the entire post-sales customer journey from booking to possession, including documentation, payments, and handover. Act as the escalation point for critical customer concerns and ensure timely and satisfactory resolution. Maintain high levels of customer satisfaction and loyalty by improving communication and service quality. Monitor daily operations of the CRM department and ensure adherence to company SOPs and customer service standards. Liaise with internal departments (Sales, Legal, Finance, Engineering, etc.) to ensure seamless customer experience. Generate regular performance and customer feedback reports and update senior management on key issues and action points. Identify gaps in CRM processes and recommend system or process improvements. Support the implementation of CRM software tools and ensure accurate data management and usage. Drive initiatives to enhance customer engagement and retention. Conduct training sessions for CRM team members to improve communication and problem-solving skills.

Key Skills & Competencies:

Strong leadership and team management skills Excellent written and verbal communication skills Proficiency in CRM software tools (e.g., Farvision) Conflict resolution and customer-centric mindset Strong reporting and analytical capabilities Ability to multitask and handle pressure effectively

Qualifications:

Graduate in any discipline (MBA in Marketing or Customer Relationship preferred) Proven experience in managing customer relations in real estate for at least 5 years, with team handling exposure
Job Types: Full-time, Permanent

Pay: ?30,000.00 - ?45,000.00 per month

Schedule:

Morning shift
Work Location: In person

Expected Start Date: 03/06/2025