Asst Manager/Manager – Customer Experience

Location: Goa

Company: Vianaar Homes

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
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
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
Customer Engagement & Delight
Design and execute customer delight moments




Lead site visits and key customer touchpoints
Drive referrals, upsell internal products and encourage repeat business
Advocate initiatives, process enhancements for enhancing CX
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)
Robust 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 Design

📌 Manager Customer Experience North Goa (India)
🏢 Vianaar Homes
📍 India