Job Description

Asst Manager/Manager – Customer Experience

n

Location: Goa

n

Company: Vianaar Homes

n

Role Mandate

n

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.

n

Core Responsibilities

n

1. Customer Experience & Engagement

n

- Own all customer-facing interactions post sales

n

- Build strong relationships with HNI/NRI clients

n

- Anticipate customer needs and create personalized journeys

n

- Deliver high-quality onboarding and milestone communication

n

- Support customers end to end in following their assigned payment plans

n

- Drive customer satisfaction and NPS

n

2. Query & Escalation Management

n

- Act as SPOC for all customer concerns

n

- Handle escalations with empathy and ownership

n

- Turn conflicts into trust-building opportunities

n

- Influence internal teams to resolve issues

n

3. Customer Engagement & Delight

n

- Design and execute customer delight moments

n

- Lead site visits and key customer touchpoints

n

- Drive referrals, upsell internal products and encourage repeat business

n

- Advocate initiatives, process enhancements for enhancing CX

n

4. Stakeholder Management

n

- Work closely with Sales, Projects, Finance and Design teams

n

- Ensure customer commitments are met

n

- Liaise closely with CX back office team to ensure timely closure of customer requirements

n

Ideal Candidate Profile

n

- 5–9 years' experience in customer-facing roles (basis designation fitment)





n

- Strong experience handling premium clientele

n

- High emotional intelligence and communication skills

n

- Proven ability to manage escalations and relationships

n

- Added advantage for any experience related in HNI Account Management, Guest Relations.

n

Top 10 Skills

n

Customer Empathy

n

HNI Handling / Relationship Building

n

Crisis Management

n

Stakeholder Influence

n

Spoken Communication

n

Experience Designing

n

ERP / CRM Understanding

n

Ownership Mindset

n

Conflict Resolution

n

Brand Sensitivity

n

Target Industries

n

Hospitality, Luxury Retail, Private Banking, Aviation, Event Management, Luxury Real Estate.

n

Who can also apply

n

Candidates who have strong oration, customer handling skills and are looking for a recent challenging assignment

n

What Makes This Role Unique at Vianaar

n

At Vianaar, Customer Experience is not a backend function, it is at the heart of how we build lasting relationships with our customers.

n

- You will work with a design-led, detail-oriented brand where every home is thoughtfully crafted and every interaction matters

n

- You will engage with discerning customers who value aesthetics, quality, and experience & not just transactions

n

- You will have the opportunity to shape and elevate the customer journey, not just execute it

n

- You will collaborate closely with cross-functional teams to influence outcomes, not just follow processes

n

- You will play a key role in turning customers into long-term brand advocates through meaningful, memorable experiences

n

- You will operate in a culture that values ownership, empathy, and continuous improvement

📌 Manager - Customer Experience (Goa)
🏢 Vianaar Homes
📍 Goa