Job Description
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
n
n
Own all customer-facing interactions post salesn
Build robust relationships with HNI/NRI clientsn
Anticipate customer needs and create personalised journeysn
Deliver high-quality onboarding and milestone communicationn
Support customers end to end in following their assigned payment plansn
Drive customer satisfaction and NPSn

n2. Query & Escalation Management
n
n
Act as SPOC for all customer concernsn
Handle escalations with empathy and ownershipn
Turn conflicts into trust-building opportunitiesn
Influence internal teams to resolve issuesn

n3.



Customer Engagement & Delight
n
n
Design and execute customer delight momentsn
Lead site visits and key customer touchpointsn
Drive referrals, upsell internal products and encourage repeat businessn
Advocate initiatives, process enhancements for enhancing CXn

n4. Stakeholder Management
n
n
Work closely with Sales, Projects, Finance and Design teamsn
Ensure customer commitments are metn
Liaise closely with CX back office team to ensure timely closure of customer requirementsn

nIdeal Candidate Profile:
n
n
6–14 years' experience in customer-facing roles (basis designation fitment)n
Solid experience handling premium clientelen
High emotional intelligence and communication skillsn
Proven ability to manage escalations and relationshipsn
Added advantage for any experience related in HNI Account Management, Guest Relations.n

nWhat Makes This Role Unique at

📌 Senior Manager Customer Experience Mormugao
🏢 Vianaar Homes
📍 Mormugao