Role Overview
The Cluster Head Customer Centricity is responsible for driving customer experience excellence across multiple projects within the NCR1 region. This leadership role encompasses strategic planning, operational oversight, and cross-functional collaboration to ensure a seamless and superior customer journey from pre-sales to post-possession. The incumbent will act as the regional custodian of the *Voice of Customer (VoC)*, translating insights into actionable strategies that enhance customer satisfaction, strengthen relationships, and support business growth.

Key Responsibilities
1. Strategic & Leadership Responsibilities
- Develop and execute customer-centric strategies for the NCR1 region(Gurgaon region), covering the complete customer lifecycle pre-sales, post-sales, backend support, and extensive collections.
- Lead, mentor, and inspire a regional customer relationship team to deliver service excellence and achieve defined business KPIs.
- Foster a culture of continuous improvement focused on customer satisfaction, retention, and advocacy.




- Serve as the *Voice of Customer* champion for the region, ensuring customer feedback informs strategic decisions and operational enhancements.
- Partner with senior leadership to align regional initiatives with the organizations as broader CX vision, policies, and goals.

2. Operational & Functional Responsibilities
- Oversee end-to-end customer lifecycle management, including onboarding, documentation, query resolution, possession processes, and post-possession support.
- Define, monitor, and ensure adherence to Service Level Agreements (SLAs) and Turnaround Times (TATs) across all customer touchpoints.
- Manage and resolve customer escalations effectively, ensuring thorough root cause analysis and sustainable preventive actions.
- Collaborate cross-functionally with Sales, Projects, Finance, Legal along with respective Project directors to strategize seamless issue resolution and operational synergy.
- Monitor

📌 Cluster Head-Customer Centricity (Gurugram)
🏢 Godrej Properties
📍 Gurugram