Job Description
Job Title: CRM Manager
Company: Aurika Homes Pvt. Ltd.
Location: Noida
Department: Customer Relationship Management
Industry: Real Estate (Residential Projects)
Experience Required: 4-10 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