Client Relation & Retention Executive

About the role

The Client Relation & Retention Executive will manage relationships with existing clients, serving as the primary point of contact throughout their property journey. This role involves proactive follow‑up on payments, documentation, allocations and ensuring client satisfaction.

Key responsibilities

• Manage relationships with existing clients and act as the key point of contact throughout their customer journey.
• Proactively follow up with clients, providing timely updates on payments, documentation, allocation, surveys and other property‑related processes.
• Handle client enquiries, complaints and concerns professionally, ensuring timely resolution.
• Collaborate with Sales, Operations, Accounts, Legal and other teams to resolve client issues.
• Monitor pending client requests to ensure nothing falls through the cracks.
• Re‑engage inactive or dissatisfied clients and identify opportunities for retention.
• Build strong relationships that encourage repeat business, referrals and long‑term loyalty.
• Maintain accurate client records and follow‑up schedules, and prepare regular reports on client engagement, complaints, resolutions and retention.

Required profile

• 2–4 years of experience in client relations, customer success, customer service, account management or a similar role.
• Excellent communication and interpersonal skills, confident handling difficult conversations.
• Highly organized with strong follow‑up abilities and a proactive ownership mindset.
• Empathetic, patient, professional and solution‑oriented.
• Comfortable communicating via phone calls, WhatsApp, email and face‑to‑face interactions in a fast‑paced, target‑driven environment.