Manager – Customer Centricity

Company Overview

Job Summary

The Manager – Customer Centricity is responsible for managing the end-to-end customer relationship journey with a focus on improving Net Promoter Score (NPS). This role involves overseeing after-sales relationships and ensuring effective documentation, collections, and problem resolution, ultimately driving customer satisfaction and loyalty.

Responsibilities

• Manage all aspects of customer relationships post-booking, including documentation, collections, and issue resolution.
• Develop and distribute collection targets based on Annual Operating Plan (AOP) projections.
• Monitor and supervise daily team activities to ensure adherence to standard operating procedures (SOPs) and timelines.
• Address customer grievances and escalations, ensuring timely and satisfactory resolutions.
• Collaborate with other functions to streamline customer issue resolution and collections.
• Conduct performance reviews and set work objectives for team members, ensuring balanced work allocation.

Qualifications

• Education: Graduate degree required.
• Experience: 10-15 years of relevant customer management experience; over 8 years in customer experience management is preferred, especially in real estate. Experience in banking or hospitality may also be considered.
• Team Management: Experience managing teams is mandatory.

Critical Skills

• Functional Skills:

  • In-depth understanding of collections management.
  • Expertise in customer experience management and tracking customer issues.
  • Ability to resolve customer queries to drive referral and loyalty sales.
  • Establishment of collaborative processes for project handover.

• Behavioral Skills:

  • Effective team management and leadership.
  • Strong influencing and negotiation skills.
  • Excellent stakeholder management capabilities.
  • Crisis management and conflict resolution skills.

Preferred Skills

• Familiarity with customer relationship management systems.
• Experience in process improvement initiatives.
• Knowledge of performance management systems.

Experience

A minimum of 10-15 years of relevant experience in customer management with more than 8 years specifically in customer experience management.

Environment

This position is based in Chennai, Tamil Nadu, India. The work environment is typically office-based with a focus on collaboration across various internal teams to address customer needs effectively.