Relationship Manager - CRM

The House of Abhinandan Lodha; Ahmedabad District; On-site; INR 400,000 - 600,000; Full time

Job summary

The House of Abhinandan Lodha is seeking a Relationship Manager in Ahmedabad to oversee post-sales customer relationships, drive timely collections, manage documentation, registration, and resolve queries, ensuring a seamless customer experience.

The role requires strong communication, negotiation, and stakeholder coordination, with proficiency in MS Excel/Office, and a focus on CSAT, data accuracy, and compliance across the customer journey.

Qualifications

• Excellent communication and negotiation abilities.
• Customer-facing experience with relationship management.
• Strong numerical aptitude and attention to detail.
• Ability to resolve conflicts and solve problems.
• Proficiency in MS Excel and MS Office.
• Ability to coordinate with multiple internal and external stakeholders.

Responsibilities

• Manage customer relationships and provide timely query resolution.
• Conduct welcome calls, profiling, and regular communications.
• Ensure timely collections and documentation across post-sales journey.
• Coordinate with customers, banks, loan teams, Sales, and registration agents.
• Validate agreements, demand letters, and customer documentation.
• Coordinate registration, possession, and handover processes.
• Support customer retention, loyalty, and campaigns.
• Ensure data accuracy and process compliance.
• Drive high customer satisfaction and service experience.

Skills

Relationship management

Customer service

Negotiation

Objection handling

Stakeholder coordination

Numerical aptitude

Tools

MS Excel

MS Office

Job description

Role Overview

The Relationship Manager will be responsible for managing customer relationships across the post-sales journey, ensuring timely collections, documentation, registration, query resolution, and a seamless customer experience.

Key Responsibilities

• Manage customer relationships and provide timely resolution of queries and concerns.
• Conduct welcome calls, customer profiling, and regular customer communications.
• Ensure timely payment collections, including CLP, SDR, and advance payments.
• Manage delinquency communication and follow up on overdue payments.
• Coordinate with customers, banks, Loan teams, Sales, and registration agents for documentation, loan disbursement, and registration.
• Validate agreements, demand letters, and customer documentation for accuracy and completeness.
• Coordinate registration, registered documents, possession, and key handover.
• Support customer retention, loyalty, referral, and campaign initiatives.
• Ensure accurate customer data, process compliance, and timely system updates.
• Drive a high level of customer satisfaction and service experience.

Key Result Areas

• Customer Servicing & CSAT
• Collections & Delinquency Management
• Registration & Possession
• Customer Retention & Loyalty
• Process Compliance & Data Accuracy

Key Skills

• Strong communication, negotiation, and objection-handling skills.
• Relationship management and customer-facing skills.
• Good numerical aptitude and attention to detail.
• Conflict resolution and problem-solving ability.
• Proficiency in MS Excel and MS Office.
• Ability to work effectively with multiple internal and external stakeholders.

Good to Have

• CRM knowledge
• Presentation skills
• Research and analytical skills
• Strategic thinking