Role Mandate
To act as the face of Vianaar for all customers post booking, owning the relationship end-to-end. Drive a high-touch, personalized and emotionally engaging experience by understanding customer needs, creating delight moments, and proactively resolving concerns to build long-term trust and brand loyalty.
Core Responsibilities
1. Customer Experience & Engagement
- Own all customer-facing interactions post sales
- Build robust relationships with HNI/NRI clients
- Anticipate customer needs and create personalized journeys
- Deliver high-quality onboarding and milestone communication
- Support customers end to end in following their assigned payment plans
- Drive customer satisfaction and NPS
2. Query & Escalation Management
- Act as SPOC for all customer concerns
- Handle escalations with empathy and ownership
- Turn conflicts into trust-building opportunities
- Influence internal teams to resolve issues
- Lead site visits and key customer touchpoints
- Drive referrals, upsell internal products and encourage repeat business
- Advocate initiatives, process enhancements for enhancing CX
4. Stakeholder Management
- Work closely with Sales, Projects, Finance and Design teams
- Ensure customer commitments are met
- Liaise closely with CX back office team to ensure timely closure of customer requirements
Ideal Candidate Profile
- 5–9 years’ experience in customer-facing roles (basis designation fitment)
- Strong experience handling premium clientele
- High emotional intelligence and communication skills
- Proven ability to manage escalations and relationships
- Added advantage for any experience related in HNI Account Management, Guest Relations.
Top 10 Skills
Customer Empathy
HNI Handling / Relationship Building
Crisis Management
Stakeholder Influence
Spoken Communication
Experience Designing
ERP /
📌 Manager - Customer Experience (India)
🏢 Vianaar Homes
📍 India
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