Customer Relationship Management Manager

Job Title: CRM Manager

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Job Overview

The CRM Manager will be responsible for managing the end-to-end customer lifecycle for Aurika Homes Pvt. Ltd.

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