Job DescriptionManager/ 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
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Own all customer-facing interactions post sales N
Build solid 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

n2. Query & Escalation Management
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Act as SPOC for all customer concerns N
Handle escalations withempathy and ownership N
Turn conflicts into trust-building opportunities N
Influence internal teams to resolve issues N

n3.



Customer Engagement & Delight
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Design and execute customer delight moments N
Lead site visits and key customer touchpoints N
Drive referrals, upsellinternal products and encourage repeat business N
Advocate initiatives, process enhancements for enhancing CX N

n4. Stakeholder Management
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Work closely withSales, 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:
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6–14 years' experience in customer-facing roles (basis designation fitment) N
Solid experience handling premium clientele N
High emotional intelligence and communication skills N
Proven ability to manage escalations and relationships N
Added advantage for anyexperience related in HNI Account Management, Guest Relations. N

nWhat

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