Customer Relationship Management Manager

1 day ago

Noida, Uttar Pradesh, India Aurika Homes Full time

Job Title: CRM Manager

Company:
Aurika Homes Pvt. Ltd.

Location:
Noida

Department:
Customer Relationship Management

Industry:
Real Estate (Residential Projects)

Experience Required:
5–10 Years

Reporting To:
Head – CRM / Director

Job Overview

The CRM Manager will be responsible for managing the end-to-end customer lifecycle for Aurika Homes Pvt. Ltd.
This includes handling bookings, agreements, payments, customer queries, possession processes, and ensuring a seamless and professional experience for every customer. The ideal candidate must be experienced in real estate CRM operations and possess strong communication and problem-solving skills.

Key Responsibilities

Customer Lifecycle Management

  • Manage customer onboarding from booking to possession.
  • Coordinate for timely execution of Allotment Letters, Builder-Buyer Agreements (BBA), Demand Letters, and other documentation.
  • Maintain accurate and updated customer records and payment schedules.

Payment & Collection Management

  • Track payment timelines and follow up for collections as per schedule.
  • Share demand letters, reminders, and balance confirmation statements.
  • Coordinate with finance/accounts for payment reconciliation.

Customer Query & Issue Resolution

  • Handle customer queries through calls and emails.
  • Address complaints and provide timely resolution in coordination with internal teams.
  • Maintain high levels of customer satisfaction and positive relationship management.

Coordination with Internal Departments

  • Liaise with Sales, Engineering, Finance, and Legal teams to ensure smooth customer handling.
  • Support sales team during booking formalities and documentation.
  • Ensure timely updates on possession timelines and project progress.

Possession & Handover

  • Manage possession documentation, site coordination, and handover processes.
  • Ensure all NOCs, clearances, and outstanding dues are settled before handover.
  • Conduct customer walkthroughs and address snagging issues with the project team.

Reporting & Compliance

  • Prepare weekly/monthly MIS reports on bookings, collections, agreements, and possession status.
  • Ensure RERA compliance in documentation and communication processes.
  • Maintain audit-ready records and customer communication logs.

Required Skills & Competencies

  • Strong knowledge of real estate CRM operations
  • Excellent communication and interpersonal skills
  • Proficiency in CRM software, MS Excel, and documentation
  • Strong follow-up, coordination, and problem-solving ability
  • Ability to handle pressure and manage customer expectations
  • Professional, customer-centric, and organised work approach

Qualifications

  • Graduate / Post-Graduate (MBA preferred)
  • 5–10 years
    of experience in real estate CRM operations
  • Experience in residential project CRM is highly preferred

Why Join Aurika Homes Pvt. Ltd.?

  • Opportunity to work on premium residential projects
  • Professional, transparent, and growth-oriented work environment
  • Direct exposure to customer management and strategic CRM operations

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