Manager/ Sr. Manager- Customer Experience || Vianaar Homes || Work from Office - Goa

nRole Overview:

nTo 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.

nCore Responsibilities:

n1. 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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n2. 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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n3. 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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n4. 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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nIdeal 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 Relations.
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nWhat Makes This Role Unique at Vianaar:

nAt 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

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