Relationship Manager - CRM

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

Job summary

The House of Abhinandan Lodha in Bengaluru is seeking a proactive Relationship Manager to oversee post-sales customer relationships, ensuring timely collections, documentation, registration, and query resolution. You will coordinate with banks, loan teams, Sales, and registration agents for documentation and disbursement, ensuring a seamless customer experience.

You will resolve queries, validate documents, and drive service excellence, data accuracy, and compliance across the customer journey.

Qualifications

• Experience in customer relationship management.
• Strong communication and negotiation skills.
• Ability to handle collections and payments processes.
• Proficient with MS Excel.

Responsibilities

• Manage customer relationships and resolve queries promptly.
• Conduct welcome calls, profiling, and regular communications.
• Ensure timely collections and processing of payments.
• Follow up on delinquency and overdue payments.
• Coordinate with banks, loan teams, sales and registration agents for documentation and disbursement.
• Validate agreements, demand letters, and customer documentation.
• Coordinate registration, possession, and handover.
• Support retention, loyalty, and referral campaigns.
• Ensure data accuracy, process compliance, and system updates.
• Drive high customer satisfaction and service experience.

Skills

Communication

Negotiation

Relationship mgmt

Customer-facing

Numerical aptitude

MS Excel

Tools

MS Excel

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