OVERVIEW:
The Relationship Manager is responsible for the strategic management, growth, and retention of Lhoopa's broker network. This role serves as the primary custodian of broker relationships, ensuring network health, performance optimization, and alignment with Lhoopa's business objectives. The Relationship Manager works directly with the VP Sales & Network Performance and oversees Relationship Executive(s) to deliver on broker acquisition, engagement, and retention targets.
KEY RESPONSIBILITIES
- Own the overall health and performance of the broker network, ensuring high engagement and retention rates across all active brokers.
- Develop and execute broker engagement strategies to strengthen relationships, drive productivity, and reduce churn.
- Monitor and analyze broker performance dashboards, identifying trends in activity, inactivity, and sales productivity to inform intervention strategies.
- Lead broker acquisition efforts in coordination with the Relationship Executive(s), ensuring month-on-month growth targets are met.
- Serve as the escalation point for complex broker concerns, complaints, or relationship issues that require senior-level intervention.
- Conduct periodic broker visits across the Philippines to maintain face-to-face relationships and assess broker operations on the ground.
- Collaborate with internal teams (Sales Administration, Operations, Recovery) to ensure broker needs are addressed and service delivery is consistent.
- Provide regular reporting and insights to the VP Sales & Network Performance on network health, KPIs, and recommended actions.
- Coach, supervise, and develop the Relationship Executive(s), ensuring alignment with engagement standards and performance expectations.
- Contribute to the design and refinement of broker incentive programs and engagement initiatives.
KEY PERFORMANCE INDICATORS
- Total number of acquired brokers (Month-on-Month)
- Broker retention rate (Month-on-Month)
- Active vs. inactive broker ratio
- Broker sales productivity metrics
- Relationship Executive performance and development
MINIMUM QUALIFICATIONS
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- 35 years of experience in relationship management, account management, partnerships, or a similar client-facing role.
- Proven ability to manage and grow a network of external partners or stakeholders.
- Experience in real estate is an advantage but not required; fast learning ability and willingness to understand industry nuances is essential.
- Demonstrated ability to lead, coach, and develop a small team.
CORE COMPETENCIES
- Exceptional interpersonal and communication skills able to build rapport quickly and adapt communication style to different broker personalities and seniority levels.
- High emotional intelligence and empathy able to read conversations and adjust approach accordingly.
- Strong analytical skills comfortable working with dashboards and performance data to drive decisions.
- Pleasing and professional personality with the ability to represent Lhoopa positively in all broker interactions.
- Self-motivated, proactive, and able to work independently with minimal supervision.
- Willing and able to travel within the Philippines as needed.
