Customer Relationship Manager

7 days ago

Mumbai, Maharashtra, India The House of Abhinandan Lodha Full time ₹ 50,00,000 - ₹ 1,50,00,000 per year

Purpose of the Role

As a Team Lead - Customer Experience, you will lead a team of 45 Customer Experience Managers (CEMs), each managing a portfolio of ~250 high-value customers. Youll be accountable for coaching and empowering your team to drive customer delight, revenue realization, and process excellence. This is a high-impact role that combines leadership, execution rigour, and customer-centricity — critical to delivering 500 Cr+ annual collections and 125 Cr+ in new business generation.

Key Responsibilities:

Team Leadership & Coaching

  • Manage a team of 4–5 CEMs, overseeing their performance, development, and motivation.
  • Conduct regular 1:1s, team huddles, and performance reviews.
  • Coach CEMs to sharpen customer engagement, collections ownership, and cross-sell conversations.
  • Lead by example in embodying HoABL's customer-first culture.

Business Delivery

  • Ensure achievement of team targets:

  • 500 Cr+ in annual collections

  • 125 Cr+ in new business through upgrades, referrals, and cross-sells

  • Monitor daily/weekly MIS to drive timely follow-ups, payment conversions, and pipeline progress.

  • Identify underperformance early and support course correction.

Customer Success Oversight

  • Maintain oversight of key customer issues, escalations, and resolution TATs.
  • Step in for high-stakes or high-influence customer scenarios to provide senior-level assurance.
  • Standardize and elevate service delivery practices across the team.

Process & System Governance

  • Drive adherence to CRM hygiene, data accuracy, and documentation protocols.
  • Track team inputs on customer feedback and share synthesized insights with senior leadership.
  • Work cross-functionally with Sales, Product, Legal, and Finance teams to resolve blockers.

Team Culture & Capability Building

  • Hire and onboard CEMs aligned to HoABL values and performance standards.
  • Lead training initiatives and best-practice sharing forums for continuous capability upliftment.
  • Be a culture custodian — energizing the team to stay customer-obsessed, adaptive, and accountable.

Qualifications & Experience

  • Education: MBA (Sales, Marketing, or Customer Strategy preferred)
  • Experience: 13-15 years overall, including atleast 2+ years in people management roles
  • Prior experience in customer success, relationship management, or B2C lifecycle management preferred

Skills & Competencies

  • Proven team leadership and performance management skills
  • Proficiency in English (verbal +nonverbal+ written); proficiency in regional language(s) as needed.
  • Customer-obsessed, emotionally intelligent, and calm under pressure
  • Strong analytical and data interpretation abilities
  • Executive presence in customer-facing conversations
  • High emotional intelligence and conflict resolution capability
  • CRM fluency and process orientation
  • Bias for action and ownership mindset

  • Customer Relationship Manager

    2 weeks ago

    Mumbai, Maharashtra, India Vitizen Hotels Limited Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Customer Relationship Manager (CRM) VITS Hotels & ResortsLocation: Mumbai (Head Office – Marol Naka, Andheri East)Industry: Hospitality / Hotels / TravelExperience: 3 – 6 YearsJob Description:We are seeking an experienced and customer-focused Customer Relationship Manager for VITS Hotels & Resorts. The ideal candidate will be responsible for building and...

  • Customer Relationship Manager

    2 weeks ago

    Mumbai, Maharashtra, India Swingtel Communications Private Limited Full time ₹ 8,40,000 - ₹ 12,00,000 per year

    About the Role:We are looking for a Customer Relationship Manager to strengthen client relationships, ensure customer satisfaction, and drive business growth.Key Responsibilities:Build and maintain strong, long-term client relationships.Serve as the primary point of contact for customer queries and support.Understand client needs and provide tailored...

  • Customer Relationship Manager

    2 days ago

    Mumbai, Maharashtra, India CoWrks Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job Description Customer Relationship Manager - Converge Location: MumbaiEmployment Type: Full TimeRoles and Responsibilities The Customer Relationship Manager (CRM) will be the primary point of contact for all tenant matters on campus, dedicated to building strong tenant relationships and ensuring tenant satisfaction. This role will also support the...

  • Customer Relationship Manager

    2 weeks ago

    Mumbai, Maharashtra, India Shobha Shringar Jewellers Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Description: Manage customer database, build client relationships, execute CRM campaigns, handle queries, analyze data, and drive customer loyalty for a leading luxury jewellery brand.

  • Customer Relationship Manager

    7 days ago

    Mumbai, Maharashtra, India Back2study Full time ₹ 2,50,000 - ₹ 4,50,000 per year

    Customer Relationship Manager (Key Accounts Manager) – BPO / Education ConsultingLocation:Chembur, Mumbai (Work from Office)Working Hours:Monday to Saturday, 2:00 PM – 11:00 PMExperience:Minimum 2 years in a BPO or sales environmentCompensation:Up to ₹4,50,000 per annum + attractive commissions and performance bonusesAbout the RoleWe are seeking an...

  • Customer Relationship Management Manager

    2 weeks ago

    Mumbai, Maharashtra, India Credefine Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Company DescriptionCredefine envisions fostering transparency in real estate transactions and empowering businesses through comprehensive services. We strive to provide an environment where advanced analytics offer valuable insights, enabling strategic decisions. Our mission is to revolutionize the commercial real estate industry by combining cutting-edge...

  • Customer Relationship Manager

    2 weeks ago

    Navi Mumbai, Maharashtra, India Shunya Tattva Management Consultants Full time ₹ 3,60,000 - ₹ 4,80,000 per year

    Job Title: Customer Relationship Executive InsuranceLocation: Vashi, Navi MumbaiSalary: 1.75 LPA – 4 LPA (Fixed + Incentives)Experience: 0 – 7 years (Freshers & Experienced can apply)Age Limit: Up to 32 yearsEducation: Graduation (Mandatory)Job Description:We are hiring Customer Relationship Executives for our Insurance company based in Vashi. This role...

  • Customer Relationship Manager

    2 weeks ago

    Navi Mumbai, Maharashtra, India Career Arena Full time ₹ 2,40,000 - ₹ 3,60,000 per year

    Job Title: Customer Relationship ManagerLocation: Vashi, Navi Mumbai (Work from Office)Working Days: Monday to Friday Shift Timings: Flexible (Day Shift)Job Type: Full-Time (Work from Office)Salary Range:Package: upto 30k (Fixed) + Performance-Based IncentivesEducation Qualification: GraduateExperience Required: 0-2 Year in Sales / Tele Sales / Banking /...

  • Customer Relationship Manager

    2 weeks ago

    Mumbai, Maharashtra, India Broadcast Audience Research Council (BARC) Full time ₹ 1,20,000 - ₹ 3,60,000 per year

    Job Summary:We are seeking a dynamic and articulate Virtual Relationship Manager (VRM) with strong data comprehension and interpersonal communication skills to engage with households. The VRM will review customer/panelist data in advance, draw insights, and conduct meaningful conversations that reflect a deep understanding of the customers profile and...

  • Customer Relationship Management Executive

    5 hours ago

    Mumbai, Maharashtra, India Saundh Full time ₹ 6,00,000 - ₹ 8,00,000 per year

    Company DescriptionSaundh is a global fashion label inspired by the rich heritage of India. With deep expertise in garment manufacturing, design, and cutting-edge printing technologies, the brand blends traditional craftsmanship with modern fashion sensibilities. Saundh celebrates the essence of the contemporary Indian woman, balancing roots in tradition...