Customer Relationship Manager - SAMG

The Indian Hotels Company Limited (IHCL); Mumbai City; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

IHCL in Mumbai is seeking a results‑driven sales professional to drive revenue through corporate and MICE channels, building strong client relationships and expanding IHCL's portfolio across hotels.

You will lead end‑to‑end sales cycles, own targets, handle RFPs and negotiations with clients, and collaborate with DOSM, Revenue, and Marketing teams. Fluent English and Hindi are required; MBA is preferred; 3+ years in hospitality sales.

Qualifications

• Graduate degree is required.
• MBA in sales is preferred.
• Additional sales certification is a plus.

Responsibilities

• Generate leads and drive revenue through sales calls.
• Update activity reports to track sales progress.
• Follow up on internal and external tasks to ensure timely completion.
• Manage outstanding collections to maintain cash flow.
• Engage in client entertainments and networking to strengthen relationships.
• Provide customer support and build long‑term relationships with clients.
• Assist in revenue generation for critical hotels in the portfolio and contribute to top‑line expansion.
• Share customer feedback with hotels to improve service delivery.
• Implement loyalty programs for client retention and increasing brand awareness.

Skills

Sales

Client relationships

Communication skills

English

Hindi

Education

Graduate degree

MBA in sales

Sales certification

Job description

Job Description:

About IHCL

Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asias largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.

Careers at IHCL

At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity.

Job Objective

To drive the achievement of the company’s revenue and growth goals by developing and implementing effective sales strategies while building strong, lasting relationships with clients. This involves actively engaging in sales calls, setting and achieving targets, and ensuring high levels of customer satisfaction. By aligning sales efforts with the overall business strategy, the objective is to contribute to the company’s success and long‑term growth.

Essential Job Tasks

• Sales calling to generate leads and drive revenue.
• Update activity reports regularly to track sales progress.
• Follow up on both internal and external tasks to ensure timely completion.
• Manage outstanding collections to ensure smooth cash flow.
• Engage in client entertainments and networking to strengthen relationships.
• Provide customer support and build long‑term relationships with clients.
• Assist in revenue generation for critical hotels in the portfolio and contribute to top‑line expansion.
• Share customer feedback with hotels to improve service delivery.
• Implement loyalty programs for client retention and increasing brand awareness.

Areas of Responsibility

• Drive revenue through room sales, MICE, and ancillary business for IHCL by building strong client relationships.
• Develop and execute sales strategies, achieve sales targets, manage portfolios, and analyze market trends.
• Oversee RFPs, LNR contracts, and negotiations, collaborating with electronic marketing and DOSM/Revenue Managers of the hotels.
• Focus on inbound hotels for FIT base and group bookings, ensuring customer satisfaction.
• Foster partnerships with C-suite executives, influencers, and key decision‑makers.
• Proactively participate in cross‑functional teams (CFTs) as needed to achieve business objectives.

Required Qualifications

• Graduate
• MBA in sales and any other relevant certification would be an added advantage

Work Experience

• Minimum work experience of 3 years in the similar industry

Languages Needed in Position

• English & Hindi
• Any other language (specially native to a region- will be helpful)

Key Interfaces- External

Clients - Corporates/EMC/Consortias

Key Interfaces- Internal

Sales & Marketing teams, Unit/Hotel teams, Corporate team (Loyalty, Finance & Legal)

Behavioural Competencies

• Process Excellence
• Result Orientation
• Collaborative Engagement
• Change Championship
• Growth Mindset
• Talent Enrichment
• Guest Centricity
• Personal Effectiveness

Equal Opportunities Employment at IHCL

At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected.