Job Description
Asst Manager/Manager – Customer Experience
nLocation: Goa
nCompany: Vianaar Homes
nRole Mandate
nTo 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.
nCore Responsibilities
n1. Customer Experience & Engagement
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- Own all customer-facing interactions post salesn
- Build strong relationships with HNI/NRI clientsn
- Anticipate customer needs and create personalized journeysn
- Deliver high-quality onboarding and milestone communicationn
- Support customers end to end in following their assigned payment plansn
- Drive customer satisfaction and NPSn
n2. Query & Escalation Management
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- Act as SPOC for all customer concernsn
- Handle escalations with empathy and ownershipn
- Turn conflicts into trust-building opportunitiesn
- Influence internal teams to resolve issuesn
n3.
Customer Engagement & Delight
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- Design and execute customer delight momentsn
- Lead site visits and key customer touchpointsn
- Drive referrals, upsell internal products and encourage repeat businessn
- Advocate initiatives, process enhancements for enhancing CXn
n4. Stakeholder Management
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- Work closely with Sales, Projects, Finance and Design teamsn
- Ensure customer commitments are metn
- Liaise closely with CX back office team to ensure timely closure of customer requirementsn
nIdeal Candidate Profile
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- 5–9 years' experience in customer-facing roles (basis designation fitment)n
- Robust experience handling premium clientelen
- High emotional intelligence and communication skillsn
- Proven ability to manage escalations and relationshipsn
- Added advantage for any experience related in HNI Account Management, Guest Relations.n