Job Description
Manager/ Sr. Manager- Customer Experience || Vianaar Homes || Work from Office - Goa Role Overview: 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. Core Responsibilities: 1. Customer Experience & Engagement - Own all customer-facing interactions post sales - Build strong relationships with HNI/NRI clients - Anticipate customer needs and create personalised journeys - Deliver high-quality onboarding and milestone communication - Support customers end to end in following their assigned payment plans - Drive customer satisfaction and NPS 2. 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 3.



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 4. 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: - 6–14 years’ experience in customer-facing roles (basis designation fitment) - Solid 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. What Makes This Role Unique at Vianaar: At Vianaar, Customer Experience is not a backend function, it is at the heart of how we build las

📌 Senior Manager- Customer Experience (Panaji)
🏢 Vianaar Homes
📍 Panaji