Role & responsibilities
As the Market Head for our luxury project portfolio , you will lead the end-to-end customer experience and operational execution (achievement of collection and loyalty AOP). You will ensure operational efficiencies while driving a customer-centric culture across all projects and teams. This role will involve driving continuous improvement, ensuring service excellence, and implementing strategies aligned with organizational goals to enhance customer satisfaction and operational performance.
Role & responsibilities
Customer Experience
- Oversee the entire customer experience lifecycle and operational efficiency across all sub-functions within the market to ensure seamless service delivery and high customer satisfaction.
- Define, plan, and execute both short-term and long-term goals for the customer experience vertical, ensuring alignment with business strategy and market / project(s) needs.
Operational Excellence
- Develop and implement standardized operating procedures (SOPs) and service delivery processes to improve efficiency,
benchmark against industry best practices, and align with overall company objectives.
- Lead transformation projects that simplify workflows and improve scalability. Leverage analytics, AI, and automation to drive operational excellence and predict business outcomes.
Quality Assurance
- Establish and implement robust Quality Assurance frameworks for all customer touchpoints, ensuring service delivery excellence and adherence to standards.
- Oversee and monitor key CX metrics (CSAT, NPS, TAT, SLA compliance)
- Evaluate customer feedback & conduct root cause analysis to eliminate recurring issues. Maintain and improve customer satisfaction scores and service level agreements across the market.
- Analyze customer satisfaction data and service metrics; prepare and oversee management reports to drive continuous improvement in products and services.
Business & People Engagement
- Responsible for achieving Collection a
📌 Associate Vice President (Mumbai)
🏢 Lodha
📍 Mumbai