General Manager - CRM

About the role

Overseeday-to-day CRM operations ensuring consistent service delivery and a premium brand experience. Formulate and implement the long-term CRM strategy, to streamline customer portals, document access, and loyalty programs. 2. Governthe timely issuance of demand letters linked to construction milestones, ensuring zero lag between engineering milestones and billing.

What you'll do

• Provide senior leadership with accurate MIS dashboards, collection health trackers, and cash inflow forecasting. 3. Coordination with other Departments
• Coordinate the end-to-end "snagging" (pre-possession inspection) and handover process, ensuring zerodefect delivery to buyers
• Partner with Sales for smooth post-booking handovers, Finance for ledger reconciliations, and Legal for the timely execution of Agreements
• Lead, mentor, and upskill a high-performing team of CRM managers and executives
• Establish clear KPIs focused on query Turnaround Time (TAT), collection efficiency, and Customer Satisfaction (CSAT/NPS) scores

What you need

• CRM
• MIS reporting
• Cash flow
• Reconciliation
• Business development
• Accounts receivable