Role & responsibilities

In this role of Relationship Manager, You will manage the front end of Lodha's relationship with its distinguished set of clients

for the respective segment/ project allocated. Ensure the highest standards of service delivery and query resolution within

specified TATs. This role reports to Team leader Customer Experience and is an individual contributor role.

Service Delivery:

- Offer the best possible customer delight at all

times by way of exhibiting best qualities like

listening, acknowledgement, empathy,

helpfulness and most importantly customer

centricity

- Ensure consistency across touch-points - At the

Sales Office / premises, At Customers Home/

Office, on the phone / via email / SMS / any

documentation

- Tracking Customer Satisfaction and

maintaining the high service quality standards

- Consistency in experience backed up by

constant monitoring and necessary

enhancements

Transactional Process:





- Handle customer queries, concerns,

suggestions, feedback, etc. and manage their

expectations

- Update all necessary systems, trackers, SAP

modules and customer history details for

seamless management at all times

- Management of collectibles from customers

and ensuring achievement of collection targets

- Co-ordination and Liaising with internal

stakeholders to ensure resolution of queries &

systemic issues

- Maintaining low complaint escalation and

customer cancellation percentages

- Maintaining a high (90%-100%) level of

revenue assurance from assigned projects

MIS:

- Ensuring adoption of standardized MIS

procedures.

- Centralized recording and analysis of booking

trends across segments, feeding into

management decisions on pricing and product

📌 Customer Relationship Manager - Registrations (New Delhi)
🏢 Lodha
📍 New Delhi