Relationship Manager - CRM

The House of Abhinandan Lodha; Delhi; On-site; INR 600,000 - 1,200,000; Full time

Job summary

The House of Abhinandan Lodha is seeking a Relationship Manager to oversee post-sales customer engagement, ensuring timely queries resolution and a seamless experience across the lifecycle.

You will coordinate with customers, banks, loan teams, sales, and registration agents for documentation, payments, and registration. Drive CSAT, retention, and campaigns, while maintaining data accuracy and compliance; strong communication and MS Excel skills are essential.

Qualifications

• Strong communication and negotiation skills.
• Experience in managing customer relationships across post-sales journey.
• Good numerical aptitude and attention to detail.
• Conflict resolution and problem solving abilities.
• Proficiency in MS Excel and MS Office.
• Ability to work with multiple internal and external stakeholders.

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.

Skills

Strong communication

Relationship management

Numerical aptitude

Attention to detail

MS Excel & MS Office

Stakeholder management

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