Customer Relationship Management Manager

BPTP Ltd.; Faridabad District; On-site; INR 600,000 - 900,000; Full time

Job summary

BPTP Ltd. in Faridabad seeks a Relationship Manager - Customer Experience to own the customer journey from booking to possession and beyond, coordinating with Sales, Finance, Legal and Projects to fulfill commitments.

The role emphasizes proactive customer engagement, timely issue resolution, and empathetic handling of escalations, while maintaining CRM records for reporting and driving loyalty.

Qualifications

• 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.

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. 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. 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.

Skills

Customer relationship management

CRM systems

MS Office

Interpersonal skills

Communication skills

Problem solving

Education

Bachelor’s/Master’s degree in Business Administration, Marketing or a related field

Job description

Job Description: Relationship Manager - Customer Experience

Job Title: Relationship Manager - Customer Experience

Location: Faridabad

Company: BPTP (www.bptp.com)

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.
• 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.
• 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.