Relationship Manager - CRM

The House of Abhinandan Lodha; Dadri; On-site; INR 400,000 - 700,000; Full time

Job summary

The House of Abhinandan Lodha is seeking a Relationship Manager in India to oversee post-sales customer relationships, drive timely collections, and ensure a seamless customer experience. You will coordinate with banks, loan teams, and registration agents to complete documentation, disbursement, and registration steps.

The role emphasizes strong communication, stakeholder coordination, and meticulous data handling to maintain high CSAT and compliance across all customer touchpoints.

Qualifications

• Strong communication and negotiation skills.
• Experience in managing customer relationships across post-sales journey.
• Proficiency in MS Excel and MS Office.

Responsibilities

• Manage customer relationships and resolve queries and concerns.
• Conduct welcome calls, profiling, and regular communications.
• Ensure timely payments and collections including follow-ups for delinquencies.
• Coordinate with customers, banks, loan teams, sales, and registration agents for documentation and processes.
• Validate agreements and customer documents for accuracy and completeness.
• Coordinate registration, possession, and handover of keys.

Skills

Strong communication

Negotiation

Relationship management

Customer-facing

Numerical aptitude

MS Excel

Stakeholder coordination

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