Customer relationship management manager

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.

Share your resume at Kanika.bhambri@