Designation: Customer Relationship Head

Department: Customer Experience / Relationship Management

Location: Central / Clusters / Facilities

Reporting To: Project Head

Employment Type: Full time

Job Purpose:

Lead customer relationship and experience management for the project, ensuring effective grievance handling, customer engagement, feedback management and continuous service improvement.

Key Responsibilities:

- Develop and implement customer relationship and experience strategies across facility centres and service channels.
- Establish processes for receiving, tracking and resolving customer queries, complaints and grievances within defined timelines.
- Monitor customer feedback, satisfaction, recurring complaints and service issues and identify improvement areas.
- Coordinate with Operations, Medical, Sales, Care Coordinators and other functions for resolution of customer concerns.
- Monitor escalated and critical complaints and ensure appropriate closure with documented actions.
- Develop customer communication standards for appointments, delays, service information,



follow-ups and other key interactions.
- Analyse customer feedback and complaint trends and provide actionable insights to management.
- Drive initiatives to improve customer engagement, retention, service experience and continuity of care.
- Establish and monitor customer experience KPIs, dashboards and MIS.
- Conduct periodic customer experience reviews and recommend corrective and preventive actions.
- Support development of customer service SOPs, scripts, FAQs and communication materials.
- Guide and train relevant teams on customer handling, communication and grievance management.

Qualification & Experience:

- Graduate/

Key Skills:

- Customer Experience Management
- Grievance & Complaint Management
- Stakeholder Management
- Customer Communication
- Feedback & Service Analytics
- Process Improvement
- Team Leadership
- MIS & Reporting

Pay: ₹40,000.00 - ₹50,000.00 per month

Work Location: In person

📌 Customer Relationship Head (Parel)
🏢 Astral Interntional
📍 Parel