Key Account Manager

About The House of Abhinandan Lodha:

We are the House of Abhinandan Lodha. We are a consumer tech brand that disrupts by leveraging technology to make land more accessible, flexible, and secure. We're breaking old traditions and bringing land ownership into the 21st century, making an age-old asset young again, for now and for generations to come. We are on a mission to create intergenerational wealth for our consumers. We are not just reinventing land buying. We are taking every transaction, every experience, every ownership with it into the new. New Generation Land is how we bridge the gap and bring people closer to their dreams.

Our Corporate Philosophy: We believe in a consumer's right to reimagine land buying as a positive and simple process. We believe in befriending the planet by giving back what we take it from it. Starting from our blueprint level. We believe in complete transparency in every process. Be it a homeowner, an investor or even a real estate professional. For HoABL, it is not just a piece of land, we believe in the Peace of Land. All our curated developments will be self-sustaining ecosystems built and maintained using sustainable forms of development. Transparency and fairness are the core of all our dealings with local people and resources. HoABL is aware of its ecological, economic, and social responsibility. We ensure the responsible use of natural resources and act in a socially responsible way. We use technology to reinvent the way land is experienced. By digitising its ownership. By using complete transparency in all aspects. By making investments simpler and more accessible and offering lifestyle enhancing amenities that will be a game-changer in the industry.

Our Vision: To make land amazing again, by democratising its ownership. We do this by making it a younger, nimbler and a more viable asset for Indians everywhere.

Our Mission: We use technology to reinvent the way land is experienced. By digitising its ownership. By using complete transparency in all aspects. By making investments simpler and more accessible. By covering amenities that will reimagine an industry

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. You'll 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: 3–6 years in customer-facing or relationship management roles

Skills & Traits:

• Strong 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