Job DescriptionJob Description – Head – Customer Experience
NLocation: Andheri West, Mumbai
NExperience: 15+ Years
NIndustry Preference: Real Estate preferred
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nRole Purpose
NThe Head – Customer Experience will be responsible for driving the overall customer experience strategy across the customer lifecycle, with a robust focus on Net Promoter Score (NPS), Voice of Customer (VOC), customer journey enhancement, service excellence, and service recovery. The role will lead the design and implementation of customer feedback mechanisms, monitor customer sentiment across touchpoints, drive closure of escalations, and partner with cross-functional teams to improve customer satisfaction, loyalty, and brand advocacy.
NThe incumbent will play astrategic role in building a customer-first culture across the organization by leveraging insights, strengthening governance, improving processes, and ensuring a seamless experience from booking to possession and post-possession.
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nKey Responsibilities
N1. Customer Experience Strategy
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Lead the overall customer experience agenda for the organization across the real estate customer lifecycle. N
Define and drive the customer experience roadmap aligned with business objectives and brand promise. N
Build and strengthen a customer-centric culture by embedding customer experience principles across functions and projects. N
Establish service standards, customer engagement practices, and experience benchmarks across all customer touchpoints. N
Identify prospects to enhance customer delight, loyalty, retention, and advocacy. N

n2. NPS & Voice of Customer (VOC) Management
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Own and drive theNPS framework across key customer touchpoints such as booking, agreement, collections, construction updates, possession, handover, and post-possession. N
Design and institutionalize customer listening mechanisms including NPS surveys, feedback programs, VOC interventions, and satisfaction studi

📌 Head Of Customer Experience Alibag
🏢 Ajmera Realty & Infra India
📍 Alibag