Relationship Manager - CRM

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

Job summary

The House of Abhinandan Lodha in Pune, India, is seeking a Relationship Manager to oversee the post-sales journey, manage customer relationships, and ensure timely documentation and resolution of queries. You will coordinate with banks, loan teams, sales, and registration agents to facilitate loan disbursement, registrations, and payment collections, while maintaining data accuracy and compliance.

The role focuses on driving high customer satisfaction, retention, and loyalty through proactive

Qualifications

• Experience in relationship management across post-sales journeys.
• Ability to coordinate with banks, loan teams, sales and registration agents.
• Strong communication and negotiation skills with attention to detail.
• Proficiency in MS Excel and MS Office.

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

Negotiation

Relationship management

Customer-facing

Numerical aptitude

MS Excel

MS Office

Stakeholder coordination

Problem-solving

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