DEPUTY GENERAL MANAGER - CRM (COLLECTION)

DGM – CRM (Collections)

Reports to: VP CRM 

Experience: 9-12 years in collections, customer relationship or accounts receivable management

Team Size: 4-6 CRM Executives / Managers

Why this role. Why Now?

With increasing project sizes and payment plans, effective collections are vital to maintaining cash flow and project timelines. This role ensures a disciplined, customer-focused approach to collections, minimizing delays and fostering long-term relationships.

What Success Looks like in 1 Year:

• Achieve 98% collection rate against targets
• Reduce overdue accounts by 30%
• Maintain customer satisfaction scores of 4.2/5 in collections interactions
• Implement a structured, transparent collections process

Responsibilities:

• Manage end-to-end collections process from payment reminders to final settlements
• Build trust-based relationships with customers to facilitate timely payments
• Coordinate with finance, legal, and sales teams to resolve payment issues
• Develop and execute collection strategies tailored to customer profiles
• Track and report collection KPIs and overdue accounts
• Train CRM team on effective collection techniques and compliance

Must Have Experience (Non Negotiable):

• 9+ years experience in collections, accounts receivable, or customer relationship management in real estate/developer context
• Proven success in managing large-scale collections with high customer satisfaction
• Strong negotiation and conflict resolution skills
• Knowledge of legal procedures related to overdue accounts

Nice to Haves (Can be learned on-the-job):

• Familiarity with ERP/CRM systems used for financial tracking
• Exposure to legal procedures for recovery and dispute resolution
• Knowledge of Pune’s legal and financial regulations related to collections

The Way We Work (Culture fit):

• Empathetic listener with a solution-oriented mindset
• Persistent and disciplined in following up
• Transparent communicator with integrity
• Collaborative, with a focus on win-win outcomes

Location & Work Requirements:

• Pune-based, working from Baner – Sus / Kharadi
• Comfortable working in a target-oriented environment

Interview Signals We Look For:

• Demonstrated success in collections management with high recovery rates
• Strong interpersonal skills and customer focus
• Ability to handle difficult conversations professionally
• Sound understanding of legal and financial aspects of collections