Purpose of the Role

As a Customer Experience Manager (CEM), you are the face of HoABL to our customers a strategic partner who balances empathy with execution, and service with sales. Youll own the relationship across a portfolio of ~250 high-value customers, contributing to 120 Cr in collections and 30 Cr in new business generation annually.

Key Responsibilities:

Customer Engagement

- Manage lifecycle relationships with ~250 customers across allocated segments/projects.
- Deliver proactive engagement at key milestones and moments of truth to build trust and loyalty.
- Drive customer delight through responsiveness, personalisation, and high-touch service.

Revenue Ownership

- Own a collections book of 120 Cr per year driving timely and consistent follow-ups.
- Enable 30 Cr+ in new business annually through referrals, upgrades, and cross-sell conversations.
- Improve engagement and mindshare to unlock loyalty and renewal potential.

Service Excellence

- Ensure query resolution within defined TATs; maintain a low complaint escalation rate.
- Standardize and elevate customer interactions across all touchpoints — calls, visits, emails, messages.
- Collaborate with internal teams to resolve issues,



track complaints, and escalate systemic blockers.

Process, Systems & Reporting

- Keep all CRM systems and trackers updated with accurate, real-time data.
- Maintain documentation hygiene across customer files, transaction records, and communication logs.
- Track customer satisfaction and share actionable insights for process enhancement.

Culture & Contribution

- Represent HoABL’s values through respectful, professional, and customer-first behavior.
- Be flexible, adaptive, and solution-driven — especially in high-stakes or emotionally charged scenarios.
- Bring market intelligence and service innovation ideas from outside-in.

Qualifications

- Education: MBA (Sales & Marketing preferred)
- Experience: 1–3 years in customer-facing or relationship management roles

Skills & Traits:

- Robust English communication (verbal + written)
- Customer-obsessed, emotionally intelligent, and calm under pressure
- Proven ability to balance service delivery with business outcomes

CRM-savvy and comfortable working with structured data

📌 Customer Relationship Manager (Delhi)
🏢 The House of Abhinandan Lodha
📍 Delhi