Relationship Manager - CRM

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

Job summary

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

You will coordinate with customers, banks, loan teams, sales, and registration agents, conduct welcome calls, profiling, and regular communications while maintaining accurate records and process compliance.

Qualifications

• Excellent communication and relationship-building skills.
• Strong numeric aptitude and attention to detail.
• Ability to coordinate with multiple internal and external stakeholders.

Responsibilities

• Manage customer relationships and resolve queries.
• Conduct welcome calls and customer profiling; maintain regular communications.
• Ensure timely collections and payment activities.
• Coordinate with banks, loan teams, sales, and registration agents.
• Validate agreements and documents for accuracy and completeness.
• 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

Communication skills

Negotiation

Relationship management

Numerical aptitude

MS Excel

MS Office

Stakeholder management

Conflict resolution

Tools

CRM software

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