Manager - Customer Relationship Management

Anshul Group, established in 1997, is a prominent real estate developer based in Pune, Maharashtra, India. With over 27 years of experience, the company has successfully delivered homes to more than 3,500 customers across 30 projects. Their developments span over 15 prime locations in Pune, including Bavdhan, Wakad, Balewadi, Baner, Tathawade, Wagholi, Wadgaon Sheri, Moshi, and Kalyaninagar Our portfolio includes residential developments, redevelopment projects, and commercial ventures, catering to a diverse clientele.

With a steadfast dedication to enhancing people's lives through unity and values, Anshul Group continues to create engineering and design masterpieces that foster vibrant communities.

Key Responsibilities:

- Develop and execute the CRM strategy to enhance customer engagement, retention, and loyalty.

- Lead and manage the CRM team, setting objectives, monitoring performance, and ensuring alignment with business goals.

- Oversee the implementation, customization, and optimization of CRM platforms.

- Analyse customer data and insights to identify opportunities for improving customer experience and targeting specific customer segments.

- Design and implement automated workflows and campaigns across multiple channels (email, SMS, push notifications, etc.).

- Work closely with marketing, sales, customer service, and IT teams to ensure CRM initiatives are integrated with other business systems and processes.

- Manage the CRM database, ensuring accurate, up-to-date, and segmented customer information.

- Track, measure, and report on CRM performance, customer engagement metrics, and campaign success.

- Continuously optimize CRM processes based on performance data and customer feedback.

- Stay up to date with CRM best practices, industry trends, and emerging technologies.

- Implement customer feedback systems to gather insights for improving customer satisfaction and retention.

- Coordinate with IT and other departments to ensure CRM system integration with other platforms (e.g., ERP, marketing automation tools).

- Ensure data privacy and compliance with relevant laws and regulations.

- Provide training and support to teams on CRM system usage and best practices.

- Prepare regular reports for senior management, providing insights on CRM activities and recommendations for improvement.

- Foster a customer-centric culture across the organization, ensuring that all departments understand the importance of CRM.

Required Qualifications:

Educational Qualification: Master's or Bachelor's degree in Business Administration, Marketing or a related 8-10 years of progressive experience in CRM management, preferably within the real estate sector or related industries, with at least 3-5 years in a leadership or managerial role.

Skills:

- Proven expertise in implementing, customizing, and optimizing CRM platforms and data integration across multiple business systems (ERP, marketing automation, sales tools).

- Strong analytical and data-driven mindset to extract actionable customer insights and measure campaign effectiveness.

- Demonstrated ability to develop and execute CRM strategies to enhance customer engagement, retention, and loyalty aligned with organizational goals.

- Experience leading and mentoring CRM teams, setting performance objectives, and fostering cross-functional collaboration.

- Familiarity with CRM software platforms (such as Salesforce, Zoho CRM, Microsoft Dynamics, etc.) and related tools for workflow automation and customer journey design.

- Excellent interpersonal, communication, and presentation skills to interact with senior management, marketing, sales, IT teams, and external stakeholders.

- Strong understanding of customer experience management, real estate sales cycles, and retention strategies.

- Knowledge of data privacy laws and regulations with the ability to ensure compliance within CRM operations.

- Up-to-date with CRM best practices, industry trends, and emerging technologies, with a focus on continuous process improvement.