Manager – Customer Centricity

Company Overview

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Job Summary

The Manager – Customer Centricity is responsible for overseeing the end-to-end customer relationship journey, including managing the Net Promoter Score (NPS). This role focuses on enhancing the after-sales experience by ensuring effective communication, timely resolution of customer issues, and maintaining a strong relationship throughout the customer's lifecycle.

Responsibilities

• Manage all aspects of the after-sales relationship post-booking, ensuring timely sale-related documentation, collections, and the resolution of customer issues.
• Financial Management: Devise and distribute collection targets based on annual operating plan (AOP) projections and strategize monthly collection projections.
• Operational Oversight: Monitor daily activities of team members, ensuring adherence to Standard Operating Procedures (SOPs) and timelines; manage and meet collection targets.
• Address daily grievances and escalations received from customers, ensuring timely and satisfactory resolutions.
• Coordinate with cross-functional teams to effectively resolve customer issues and streamline collections processes.
• Maintain a high Net Promoter Score by engaging directly with customers on-site.
• Define and set work objectives for team members, balancing workload and conducting regular performance reviews.

Qualifications

• Educational Qualification: Graduate degree.
• Experience: 12-15 years of relevant customer management experience, with more than 8 years in customer experience management. Experience in real estate is preferred, although candidates from banking and hospitality sectors will also be considered.
• Team management experience is mandatory.

Preferred Skills

• In-depth understanding of collections management and efficiency targets.
• Strong knowledge of diverse customer profiles and their needs.
• Ability to effectively communicate the unique selling proposition (USP) of offerings.
• Experience in process improvement and compliance with company guidelines.

Experience

• Minimum of 12-15 years in customer management roles with a focus on customer experience.
• Extensive experience (more than 8 years) specifically in customer experience management, preferred within the real estate sector.

Environment

• This position is based in Bangalore and typically entails a blend of office-based duties and site-based customer engagement.

Salary

Information not provided.

Growth Opportunities

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Benefits

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