Relationship Manager - CRM

The House of Abhinandan Lodha; Mumbai City; On-site; INR 600,000 - 900,000; Full time

Job summary

The House of Abhinandan Lodha in Mumbai is seeking a Relationship Manager to oversee post-sales relationships, ensure timely collections, accurate documentation, and a seamless customer journey.

You will coordinate with customers, banks, loan teams, sales and registration agents to process documentation, loan disbursement, and registration, while driving high CSAT and loyalty.

Qualifications

• Experience in managing post-sales relationships and collections.
• Ability to coordinate with banks, sales and registration teams.
• Proficiency in documenting and validating customer information.

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

Communication

Negotiation

Relationship mgmt

Numerical aptitude

Attention to detail

Conflict resolution

Problem solving

Stakeholder management

CRM knowledge

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