Customer Relationship Manager at The House of… · Greater…

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:

• 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