GENERAL MANAGER - CRM

GENERAL MANAGER - CRM 

• Location: Baner - Sus 
• Reports to: VP CRM 
• Experience: 12+  years
• Team Size: 8-10 members

Why this role. Why Now?

Delivering a seamless end-to-end customer experience is key to differentiating Vilas Javdekar Developers. This role will orchestrate the entire customer journey—from registration through possession—building loyalty, reducing churn, and fostering advocacy. Now is the time to leverage a unified CRM strategy to enhance brand equity and customer satisfaction.

What Success Looks like in 1 Year:

• Achieved a 15% reduction in customer complaints during possession
• Increased positive customer referrals and reviews
• Developed a unified, automated lifecycle management system
• High customer satisfaction scores across all touchpoints
• Established a proactive communication plan reducing customer anxieties

Responsibilities:

• Oversee the entire customer lifecycle, ensuring a positive experience at each stage
• Develop and implement lifecycle communication strategies (emails, calls, SMS)
• Coordinate with sales, construction, finance, and post-sales teams for smooth handovers
• Utilize CRM analytics to identify customer pain points and opportunities for engagement
• Drive proactive updates to customers about project progress, payments, and next steps
• Manage feedback collection, complaint resolution, and escalation processes
• Implement loyalty and referral programs to turn customers into brand ambassadors

Must have experience (Non Negotiable):

• 12+ years managing customer lifecycle processes in real estate or large service industries
• Deep understanding of CRM systems and lifecycle automation tools
• Strong project management, communication, and stakeholder coordination skills
• Proven ability to implement customer-centric strategies

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

• Knowledge of real estate legal and compliance frameworks
• Experience with customer advocacy programs

The way we work (Culture fit):

• Customer-first mindset with a strategic outlook
• Collaborative, innovative, and data-driven approach
• Passion for delivering memorable customer experiences

Location & Work Requirements:

• Pune-based with flexible working arrangements
• On-site presence during key customer touchpoints and project milestones

Interview Signals we look for:

• Demonstrated success in managing complex customer journeys
• Strong leadership and cross-functional collaboration skills
• Ability to innovate and adapt in a dynamic environment
• Empathy and excellent communication skills to handle diverse customer scenarios