Manager/ Sr. Manager- Customer Experience || Vianaar Homes || Work from Office - Goa
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Role Overview:
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To act as the face of Vianaar for all customers post booking, owning the relationship end-to-end. Drive a high-touch, personalised and emotionally engaging experience by understanding customer needs, creating delight moments, and proactively resolving concerns to build long-term trust and brand loyalty.
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Core Responsibilities:
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1. Customer Experience & Engagement
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- Own all customer-facing interactions post sales
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- Build strong relationships with HNI/NRI clients
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- Anticipate customer needs and create personalised journeys
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- Deliver high-quality onboarding and milestone communication
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- Support customers end to end in following their assigned payment plans
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- Drive customer satisfaction and NPS
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2. Query & Escalation Management
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- Act as SPOC for all customer concerns
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- Handle escalations with empathy and ownership
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- Turn conflicts into trust-building opportunities
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- Influence internal teams to resolve issues
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3. Customer Engagement & Delight
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- Design and execute customer delight moments
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- Lead site visits and key customer touchpoints
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- Drive referrals, upsell internal products and encourage repeat business
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- Advocate initiatives, process enhancements for enhancing CX
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4. Stakeholder Management
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- Work closely with Sales, Projects, Finance and Design teams
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- Ensure customer commitments are met
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- Liaise closely with CX back office team to ensure timely closure of customer requirements
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Ideal Candidate Profile:
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- 6–14 years' experience in customer-facing roles (basis designation fitment)
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- Solid experience handling premium clientele
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- High emotional intelligence and communication skills
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- Proven ability to manage escalations and relationships
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- Added advantage for any experience related in HNI Account Management, Guest Rela