Job Description

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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Customer Experience & Engagement

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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
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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 prospects
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Influence internal teams to resolve issues
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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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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

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