Sr. GM / AVP Customer Centricity

(Real Estate Developer)

Function: Customer Experience / Customer Centricity

Designation: Sr. General Manager / Assistant Vice President – Customer Centricity

Location: Mumbai

Industry: Real Estate / Property Development

Reports To: Business Head / CEO / Managing Director

Experience: 18–25+ Years

Sector Experience: Real Estate experience is mandatory

Role:-

The Sr. GM / AVP – Customer Centricity will be responsible for building and driving a differentiated customer experience framework across the real estate customer lifecycle, from booking through possession and post-handover engagement.

The role activates once the first bookings start converting — not before, with primary responsibility for ensuring a seamless, transparent and high-quality customer journey after the customer enters the booking and relationship lifecycle.

The role will work closely with Sales, CRM, Projects, Finance, Legal, Marketing and Customer Relations to ensure that customer commitments are effectively translated into execution, communication and service delivery.

The position will play a critical role in strengthening customer trust, satisfaction, retention, NPS and brand advocacy across the Company's projects.

Key Accountabilities:-

1. Customer Journey & Experience Management

- Own the customer journey from booking confirmation through possession and post-handover engagement.
- Map critical customer touchpoints and identify gaps in the customer experience.
- Establish standardised customer experience protocols across projects.
- Ensure customers receive timely, accurate and transparent communication.
- Continuously improve customer journeys based on feedback, data and operational insights.

2. Booking-to-Possession Experience

- Take ownership of the customer experience once bookings begin converting.
- Ensure a smooth transition from Sales to CRM / Customer Experience teams.
- Establish structured processes for documentation, agreements, payment schedules, construction updates, possession and handover.
- Monitor customer communication at key project milestones.
- Ensure alignment between customer commitments made during sales and actual project execution.

3. CRM & Customer Lifecycle Management

- Strengthen the Company's CRM framework and customer lifecycle processes.
- Develop structured customer communication calendars.
- Monitor customer interactions, requests, escalations and resolution timelines.
- Ensure effective utilisation of CRM systems and customer data.
- Build dashboards to track customer status, pending actions and service levels.

4. Customer Satisfaction & NPS

- Establish and monitor NPS, CSAT and customer satisfaction metrics.




- Identify recurring customer pain points and develop corrective action plans.
- Drive initiatives to improve customer satisfaction and brand advocacy.
- Conduct customer feedback exercises at critical stages of the lifecycle.
- Translate customer feedback into measurable improvements in processes and service delivery.

5. Customer Communication & Engagement

- Develop a structured communication framework covering:

- Booking confirmation

- Agreement and documentation

- Payment milestones

- Construction progress

- Project updates

- Possession readiness

- Handover
- Post-possession engagement
- Ensure communication is consistent, professional and aligned with the Company's brand standards.
- Develop customer engagement initiatives for key project milestones.

6. Cross-Functional Governance

- Work closely with Sales, Projects, Finance, Legal, Marketing and CRM to resolve customer-related issues.
- Establish clear ownership and turnaround times for customer requests.
- Conduct periodic cross-functional reviews of critical customer issues.
- Ensure timely closure of escalations.
- Identify systemic issues affecting customer experience and drive corrective actions.

7. Escalation & Resolution Management

- Establish a structured customer escalation mechanism.
- Act as the senior escalation point for critical customer matters.
- Ensure high-priority issues are resolved within defined timelines.
- Track escalation trends and identify recurring operational gaps.
- Work with relevant business heads to implement preventive measures.

8. Possession & Handover Experience

- Drive a seamless customer experience during the possession and handover stage.
- Coordinate with Projects, CRM, Legal and Finance teams to ensure customer readiness.
- Establish standardised handover processes and customer communication.
- Monitor snagging, documentation and closure of customer concerns.
- Ensure the post-possession transition is smooth and professionally managed.

9. Customer Insights & Analytics

- Develop customer dashboards covering NPS, CSAT, complaints, resolution TAT, collections, possession and customer engagement.
- Analyse customer behaviour, feedback and service trends.
- Provide management with actionable customer insights.
- Identify opportunities to improve customer retention, satisfaction and advocacy.




- Use data to drive continuous improvement in customer experience.

10. Team Building & Leadership

- Build and lead a high-performing Customer Centricity / Customer Experience team.
- Define KRAs, KPIs and service standards for the function.
- Develop capability across CRM and customer-facing teams.
- Establish a culture of ownership, responsiveness and customer-first thinking.
- Build leadership depth and succession within the function.

Success Metrics (Board / Management KPIs)

- Customer NPS / CSAT
- Customer complaint resolution TAT
- Escalation closure rate
- Booking-to-possession customer experience
- Customer communication compliance
- CRM adoption and data accuracy
- Customer retention and engagement
- Possession and handover experience
- Customer referral/advocacy
- Reduction in recurring customer complaints
- Cross-functional resolution effectiveness
- Customer experience process compliance

Ideal Candidate Profile:-

Experience

- 15–20+ years of overall experience, with strong and relevant experience in Real Estate being mandatory.
- Proven experience in Customer Experience, Customer Centricity, CRM, Customer Relations or Customer Success within a real estate developer.
- Experience with leading / reputed real estate developers preferred.
- Strong exposure to residential real estate projects, particularly premium/luxury developments.
- Experience managing customer journeys across booking, agreement, collections, construction updates, possession and post-handover.
- Experience handling large customer bases and high-value residential projects.
- Robust exposure to Mumbai / MMR real estate market preferred.

Core Competencies:-

- Strong customer-centric mindset
- Real estate customer lifecycle expertise
- CRM and customer experience management
- NPS / CSAT management
- Customer escalation and grievance management
- Cross-functional stakeholder management
- Process design and service governance
- Strong analytical and problem-solving skills
- Excellent communication and presentation skills
- Strong people leadership and team-building capability
- Must have definitely worked for a Mortgage (home loans) – collection unit in any reputed bank.
- Should have a deep understanding of systems & processes, as when it comes to giving customers an experience, technology plays a key role, more so when the customers expect everything to be online or through an app.

Education:-

- CA – Chartered Accountant as a pre–requisite when it comes to qualification
- MBA / PGDM in Marketing, Customer Experience, Business Management or related discipline preferred.
- Certification in Customer Experience / CRM / Service Excellence will be an advantage.

📌 Customer Centricity (Mumbai)
🏢 Dineshchandra R Agrawal Infracon Private
📍 Mumbai