Job Description: Senior Manager Customer Relations | Ankura Homes
At Ankura Homes, we pride ourselves on delivering homes that blend quality with a superior living experience. As the Senior Manager of Customer Relations, you will be the face of the organization from the moment a customer signs their agreement through the entire lifecycle of their home.
This is a techno-commercial role requiring a leader who can navigate the complexities of high-rise construction while maintaining the boutique, customer-centric touch that Ankura Homes is known for.
Key Responsibilities
1. CRM Team Management & Strategy
- Lead the CRM department to ensure timely and transparent communication regarding project milestones.
- Manage the end-to-end customer journey, ensuring The Ankura Experience is consistent from booking to post-possession.
- Oversee the collections process and documentation (Sale Agreements, Registration, and Khata transfers).
2. Customization & Modification Management
- Act as the technical bridge between customers and the design/engineering teams.
- Evaluate structural and internal modification requests for feasibility, ensuring they do not compromise the building's integrity or RERA compliance.
- Prepare detailed cost estimates and Change Order approvals for bespoke customer requirements.
3. Technical Handover & Snagging
- Lead the Snagging Committee: Conduct internal audits of apartments to ensure finishings (flooring, joinery, paint, and MEP) meet Ankura's quality benchmarks before the customer's first walk-through.
- Conduct Technical Handovers: Walk customers through their new home, explaining the technicalities of electrical DBs, plumbing layouts, and any specialized high-rise features (e.g., fire safety systems or smart home integrations).
4. Post-Handover & Facility Transition
- Manage the Defect Liability Period (DLP): Oversee a dedicated maintenance team to address any seepage, electrical, or plumbing issues reported after move-in.
- Coordinate with site engineers for major repairs and ensure vendor accountability for warranties (elevators, DG sets, STP).
- Facilitate a smooth transition of the project to the Residents Welfare Association (RWA) or Facility Management team.
Desired Profile
- The Technical Edge: A background in Civil Engineering or Architecture is essential. You must be able to read drawings and explain the why behind technical constraints to a layperson.
- The Experience: 10+ years in Real Estate CRM, ideally with experience in premium projects in the Hyderabad market.
- The Mindset: A proactive problem-solver who doesn't just report issues but coordinates with the site team to fix them.
- The Communicator: Exceptional command over English and Telugu to effectively manage diverse stakeholders.
Why Join Ankura Homes
You will play a vital role in our flagship projects, including our high-rise developments, where your technical expertise will directly impact the liveability and long-term value of the homes we build.
