Job Summary

The Experienced Individual Contributor Training & Customer Experience is responsible for independently driving training initiatives while strengthening customer experience standards across projects and geographies. The role focuses on developing and delivering impactful learning interventions, creating and implementing service protocols, enhancing customer touchpoints, standardizing operational processes, conducting quality reviews, and supporting continuous capability building across customer-facing and operational teams. The position plays a critical role in improving service excellence, operational consistency, partner productivity, and customer satisfaction through structured training, governance, and customer experience initiatives.

Key Responsibilities

1. Customer Experience Excellence

- End-to-End Customer Experience Ownership.
- Experience Touchpoint Management.
- Customer Journey Mapping & Enhancement.
- Customer Experience KPI / CSAT Monitoring.

2. Operational Excellence & Process Governance

- SOPs, Protocols & Service Standards.
- Cross-functional Coordination.
- Club Engagement & Operational Support.
- Experience Reporting.
- Training Documentation & Records.
- Process Standardization.

3. Quality Assurance, Audit & Compliance





- Experience Audits & Quality Reviews.
- Operational Observations.
- Rectification Reviews.
- Corrective & Preventive Actions.
- Compliance Monitoring.

4. Capability Building & Training

- Behavioural & Communication Training.
- Module Development.
- Protocol Creation.
- Evaluation Sheets.
- Channel Partner Trainings and Prospective Client Handling, including show-arounds as required.
- Internal Functional Trainings (Learning & Development, GRE, CRM, Security, Drivers, Valet, Doorman, Relationship Managers and Sales Teams).

5. Learning, Innovation & Continuous Improvement

- TTT Programme.
- Professional Certifications.
- Self-learning.
- Continuous Improvement.

Key Skills & Competencies:

- Strong understanding of real estate sales processes and customer behavior.
- Good training delivery, facilitation and presentation skills.
- Robust coordination, planning and execution capabilities.
- High attention to process, compliance and documentation.
- Effective communication and stakeholder management skills.
- Ability to work closely with senior leadership and execute defined strategies efficiently.

- Share your resume at [email protected]

📌 Sales Training Manager (Faridabad)
🏢 BPTP
📍 Faridabad