Manager - Non Construction

Role Objective:

To manage and enhance Lodha s relationship with its distinguished set of clients within the assigned segment or project. The Relationship Manager will be responsible for ensuring superior customer experience, timely query resolution, and adherence to the highest service quality standards, thereby strengthening customer loyalty and trust.

Key Responsibilities

Service Delivery

• Deliver exceptional customer delight by demonstrating strong listening skills, empathy, helpfulness, and a customer-first attitude.

• Ensure consistent customer experience across all touchpoints in-person (sales office, customer s home/office), over the phone, via email/SMS, and through all documentation.

• Track customer satisfaction levels and maintain high service quality standards through constant monitoring and process improvement.

Transactional Process

• Handle customer queries, feedback, and concerns with professionalism while managing expectations effectively.

• Maintain and update all relevant systems, trackers, SAP modules, and customer databases for seamless operations.

• Manage collections and ensure achievement of assigned collection and revenue assurance targets (90% 100%).

• Ensure timely and accurate documentation for all customer transactions.

• Collaborate and coordinate with internal teams to resolve process-related and systemic issues efficiently.

• Minimize complaint escalations and customer cancellations through proactive engagement and timely follow-ups.

MIS (Management Information Systems)

• Ensure adoption and compliance with standardized MIS procedures.

• Maintain centralized records and analyze booking trends across segments to support management decisions related to pricing, customer strategy, and product planning.

Desired Candidate Profile

• Strong communication and interpersonal skills with a customer-centric mindset.

• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

• Proficient in MS Office and SAP or other CRM tools.

• Experience in customer relationship management, preferably within real estate or service-driven industries.