Client Relationship Manager

Client Relationship & CRM ManagerCompany: Nayan B. Saraiya

Location: Goregaon East, Mumbai

Employment Type: Full-Time

Experience: 2–5 years in CRM / Client Relationship / Financial Services / Wealth Management / Insurance / Mutual Funds

About NayanNayan B. Saraiya is a financial services firm established in 1999, serving 2,000+ families and managing ₹650+ crore in mutual fund assets. The firm provides solutions across mutual funds, life insurance, health/general insurance and other financial products, with a strong focus on long-term client relationships and customer-centric service.

Role OverviewWe are looking for a Client Relationship & CRM Manager who will be responsible for managing and strengthening relationships with our existing clients while ensuring that every new enquiry and potential client is followed up systematically.

The person will act as the central point of coordination for client communication, CRM records, follow-ups, service requirements, renewals and new business opportunities.

The ideal candidate should be highly organized, proactive, comfortable speaking with clients, and capable of maintaining accurate records and ensuring that no client follow-up is missed.

• Key Responsibilities1. Existing Client ManagementMaintain regular communication with existing clients.
• Build strong, long-term relationships with clients and their families.
• Maintain complete and updated client profiles in the CRM.
• Track client requirements, interactions, meetings and follow-ups.
• Identify opportunities to reconnect with inactive or dormant clients.
• Ensure clients receive timely communication regarding their investments, policies and service requirements.
• 2. New Client & Lead ManagementCapture and maintain all new enquiries/leads in the CRM.
• Contact new leads promptly and understand their requirements.
• Schedule meetings/calls with the appropriate team member.
• Track every lead from initial enquiry through follow-up and closure.
• Maintain a clear pipeline of prospective clients.
• Ensure that no lead becomes unattended or is lost due to lack of follow-up.
• 3. CRM ManagementTake ownership of the company's CRM system and ensure disciplined usage.
• Maintain accurate client information, contact details, family information, products held and communication history.
• Create and manage follow-up schedules and reminders.
• Track pending tasks and ensure timely completion.
• Maintain client segmentation based on relevant business requirements.
• Prepare regular CRM reports for management.
• 4. Client Service & CoordinationCoordinate with internal teams for client requests and service issues.
• Track pending documentation, transactions, policy renewals and other service requirements.
• Follow up internally until the client's request is resolved.
• Keep clients informed about the status of their requests.
• Maintain proper records of all service-related communication.
• 5. Renewal & Follow-Up ManagementMaintain a calendar for insurance policy renewals and other important client dates.
• Proactively contact clients before renewal due dates.
• Track SIPs, investments, policies and other recurring client requirements as applicable.
• Create systematic follow-up processes rather than relying on manual reminders.
• 6. Client EngagementAssist in planning client communication such as:

• Birthday and anniversary greetings
• Investment/financial updates
• Important financial reminders
• Client newsletters and educational communication
• Periodic relationship calls
• Help develop a structured client-engagement calendar.
• 7. Reporting & MISPrepare weekly and monthly reports covering:
• 
  
• New leads received
• Leads contacted
• Follow-ups pending
• Meetings scheduled
• New clients acquired
• Existing client interactions
• Renewals due
• Pending service requests
• Dormant/inactive clients
• Provide management with clear visibility of the client pipeline and pending activities.
• What We Are Looking For2–5 years of experience in CRM, client servicing, relationship management or a similar role.
• Experience in mutual funds, insurance, wealth management, financial services or a related industry will be preferred.
• Excellent communication and interpersonal skills.
• Strong follow-up and organizational abilities.
• Comfortable speaking with existing and prospective clients.
• Good knowledge of MS Excel / Google Sheets and CRM software.
• Strong attention to detail and ability to maintain accurate records.
• Ability to manage multiple clients and follow-ups simultaneously.
• Proactive attitude with a strong sense of ownership.
• Professional, trustworthy and client-focused approach.
• Ability to maintain confidentiality of sensitive client and financial information.

Key Success MeasuresThe success of this role will be measured by:

• Percentage of client records maintained accurately.
• Timeliness of lead follow-ups.
• Number of pending follow-ups successfully closed.
• Reduction in missed client/renewal follow-ups.
• Re-engagement of inactive clients.
• Quality and consistency of CRM data.
• Client service turnaround and coordination.
• Growth and conversion of the new-client pipeline.
• Regularity and accuracy of CRM/MIS reporting.

Ideal CandidateThe ideal candidate is someone who thinks:

“No client should be forgotten, no lead should be missed, and no follow-up should depend on someone's memory.”

You should enjoy working with people, maintaining systems, following up persistently and bringing structure to a growing financial-services business.

• Why Join NayanWork with an established financial-services business operating since 1999.
• Opportunity to work with a large and diverse client base.
• Exposure to mutual funds, insurance and broader financial-services solutions.
• Opportunity to build and improve the firm's client relationship management processes.
• Long-term growth opportunity within the organization.