Relationship Manager - CRM

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

Job summary

The House of Abhinandan Lodha is seeking a Relationship Manager to oversee post-sales relationships, drive timely collections, and ensure a seamless customer experience across processes from documentation to handover.

You will coordinate with banks, loan teams, and registration agents, validate documents, and contribute to customer retention and loyalty initiatives. Strong communication and stakeholder management are essential.

Qualifications

• Excellent communication and customer-facing skills.
• Compact negotiation abilities and objection handling.
• Strong numerical ability and attention to detail.
• Proven conflict resolution and problem-solving skills.
• Proficient with MS Excel and MS Office.

Responsibilities

• Manage customer relationships and provide timely resolution of queries and concerns.
• Conduct welcome calls, customer profiling, and regular communications.
• Ensure timely payment collections and advance payments.
• Assist with delinquency communications and follow-up on overdue payments.
• Coordinate with customers, banks, loan teams, sales, and registration agents for documentation and registration.
• Validate agreements, demand letters, and customer documentation for accuracy.
• Coordinate registration, possession, and handover processes.
• Support customer retention, loyalty, referrals, and campaigns.
• Ensure data accuracy and compliance across systems.

Skills

Strong communication

Relationship management

Numerical aptitude

Conflict resolution

Stakeholder management

Attention to detail

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