Manager/ Sr. Manager- Customer Experience || Vianaar Homes || Work from Office - Goa /n Role Overview: /n 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. /n Core Responsibilities: /n 1.

Customer

Experience & Engagement /n /n

- Own all customer-facing interactions post sales

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- Build solid 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

/n /n 2. Query & Escalation Management /n /n

- 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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Customer

Engagement & Delight /n /n

- 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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Stakeholder

Management /n /n

- 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

/n /n Ideal Candidate Profile: /n /n

- 6–14 years' experience in customer-facing roles (basis designation fitment)

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- Strong 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.

/n /n What Makes This Role Unique at Vianaar: /n At 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