Customer Relationship Management Manager

BPTP Ltd. · Haryana, India

Job Description: Relationship Manager - Customer Experience

Job Title: Relationship Manager - Customer Experience

Location: Faridabad

Company: BPTP ()

Industry: Real Estate

Department: Customer Experience

Key Responsibilities

1. Customer Relationship Management

• Serve as the primary contact for customers throughout their lifecycle with BPTP, from booking to possession and beyond.
• Proactively engage with customers to address queries, requests and concerns, ensuring timely resolution.
• Build long-term, trust-based relationships that enhance customer satisfaction and retention.

2. Customer Experience Delivery

• Ensure smooth execution of all touchpoints including booking, payments, registrations, handovers and after-sales service.
• Coordinate with internal departments (Sales, Finance, Legal, Projects) to ensure customer commitments are fulfilled.
• Conduct regular follow-ups with customers to keep them informed about project status, documentation and timelines.

3. Issue Resolution & Escalation Handling

• Manage customer complaints and escalations with empathy, professionalism and urgency.
• Ensure root cause analysis and corrective action to prevent recurrence of issues.
• Maintain records of escalations and resolutions in CRM systems for reporting and tracking.

4. Process Compliance & Documentation

• Ensure accurate and timely documentation related to customer interactions, agreements and financial transactions.
• Adhere to internal SOPs, compliance requirements and regulatory guidelines in all customer interactions.
• Support audits and compliance reviews with proper documentation and data.

5. Customer Engagement & Retention

• Support in organizing customer engagement initiatives, events and communication campaigns.
• Collect feedback from customers and share insights for continuous improvement.
• Promote referral programs, loyalty benefits and cross-selling opportunities.

6. Reporting & Insights

• Maintain customer records and update status in CRM/ERP systems.
• Generate reports on customer satisfaction, issue resolution time and NPS (Net Promoter Score).
• Share insights with senior management to improve customer-centric strategies.

Qualifications & Skills

• Bachelor's/Master's degree in Business Administration, Marketing or a related field.
• 5-8 years of experience in customer relationship management, preferably in real estate, banking or hospitality.
• Strong customer service orientation with excellent communication and interpersonal skills.
• Problem-solving and conflict resolution skills with a focus on delivering superior customer experiences.
• Proficiency in CRM systems, MS Office and digital communication tools.
• Ability to multitask, manage priorities and work under pressure.

Why Join BPTP?

• Opportunity to be at the forefront of enhancing customer experience in one of India's leading real estate companies.
• Exposure to end-to-end customer lifecycle management across diverse residential and commercial projects.
• Collaborative work environment with professional growth opportunities.
• Competitive compensation, benefits and performance-driven rewards.

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