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

n

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.

n

nCore Responsibilities:

n1. Customer Experience & Engagement

n- Own all customer-facing interactions post sales

n- Build strong relationships with HNI/NRI clients

n- Anticipate customer needs and create personalised journeys

n- Deliver high-quality onboarding and milestone communication

n- Support customers end to end in following their assigned payment plans

n- Drive customer satisfaction and NPS

n

n 2. Query & Escalation Management

n- Act as SPOC for all customer concerns

n- Handle escalations with empathy and ownership

n- Turn conflicts into trust-building opportunities

n- Influence internal teams to resolve issues

n

n 3. Customer Engagement & Delight

n- Design and execute customer delight moments

n- Lead site visits and key customer touchpoints

n- Drive referrals, upsell internal products and encourage repeat business

n- Advocate initiatives, process enhancements for enhancing CX

n

n 4. Stakeholder Management

n- Work closely with Sales, Projects, Finance and Design teams





n- Ensure customer commitments are met

n- Liaise closely with CX back office team to ensure timely closure of customer requirements

n

nIdeal Candidate Profile:

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

n- Strong experience handling premium clientele

n- High emotional intelligence and communication skills

n- Proven ability to manage escalations and relationships

n- Added advantage for any experience related in HNI Account Management, Guest Relations.

n

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

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 chance 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 (Goa)
🏢 Vianaar Homes
📍 Goa