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:
Customer Experience & Engagement
Own all customer-facing interactions post sales Build solid 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 lasting relationships with our customers.

-You will work

📌 Senior Manager Customer Experience Mormugao
🏢 Vianaar Homes
📍 Mormugao