Experience
3 - 5 yrs
Salary (CTC)
₹4.9L - ₹6.6L
Job Location
Pune, India
Vacancy
1
Designation
Manager - CRM
Job Type
ONSITE
Job Description
CRM Manager - Entire Life Cycle (Registration to Possession Relationship Building)
Reports to: AGM CRM
Experience: 6+ years in CRM, client relationship management, or real estate sales
Why this role. Why now
Delivering a seamless, personalized customer journey from registration to possession is key to differentiating Vilas Javdekar Developers. This role ensures a holistic approach to relationship management, fostering loyalty, referrals, and long-term brand advocacy in a competitive market.
What Success Looks like in 1 year
- Achieving high customer satisfaction scores
- Reducing customer grievances related to the sales and possession process by 30%
- Creating a unified CRM system capturing the entire customer journey
- Developing proactive engagement plans for post-possession relationship building
- Establishing a referral and loyalty program driven by CRM insights
Responsibilities:
- Design and oversee the integrated CRM strategy covering registration, sales, collections, possession, and post-possession engagement
- Ensure smooth transition and communication across each phase of the customer journey
- Personalize communication to nurture long-term relationships and brand loyalty
- Collaborate with sales, legal, project management, and after-sales teams for seamless execution
- Monitor customer feedback and satisfaction at each touchpoint, implementing continuous improvements
- Develop and manage loyalty programs, referral initiatives, and feedback loops
- Maintain comprehensive customer data and ensure GDPR and data privacy compliance
Must have experience (Non Negotiable):
- Extensive experience managing the full customer lifecycle in real estate or luxury sales
- Strong understanding of customer engagement, retention, and relationship management techniques
- Expertise in CRM platforms with capability to integrate multiple customer touchpoints
- Proven track record of executing customer-centric programs that enhance loyalty
Nice to haves (Can be learned on-the-job):
- Experience with digital platforms for virtual engagement and after-sales support
- Knowledge of AI and automation to personalize customer interactions
The way we work (Culture fit):
- A deep commitment to customer satisfaction driven by a sincere passion to exceed client expectations
- Innovative thinker comfortable with digital transformation
- Collaborative, transparent, and adaptable to change
- Data-savvy with a strategic mindset
Location Work Requirements:
- Based in Pune, working primarily from Baner - Sus / Kharadi
- Willing to travel occasionally for site visits or customer meetings
Interview Signals we look for:
- Demonstrated success in managing complex, long-term customer relationships
- Strong leadership and team management skills
- Ability to craft and execute end-to-end customer engagement strategies
- Proactive problem-solving and emotional intelligence