Manager/ Sr. Manager- Customer Experience || Vianaar Homes || Work from Office - Goa /n /n Role Overview: /n 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. /n /n Core Responsibilities: /n 1.

Customer

Experience & Engagement /n - Own all customer-facing interactions post sales /n - Build strong 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 /n 2. Query & Escalation Management /n - Act as SPOC for all customer concerns /n - Handle escalations with empathy and ownership /n - Turn conflicts into trust-building opportunities /n - Influence internal teams to resolve issues /n /n 3.

Customer

Engagement & Delight /n - Design and execute customer delight moments /n - Lead site visits and key customer touchpoints /n - Drive referrals, upsell internal products and encourage repeat business /n - Advocate initiatives, process enhancements for enhancing CX /n /n 4.

Stakeholder

Management /n - Work closely with Sales, 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 /n Ideal Candidate Profile: /n - 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 any experience related in HNI Account Management, Guest Relations. /n /n What Makes This Role Unique at Vianaar: /n At Vianaar, Customer Experience is not a backend function, it is at the heart of how we build lasting relationships with our customers. /n /n -You will work with a design-led, detail-oriented brand where every home is thoughtfully crafted and every interaction matters /n -You will engage with discerning customers who value aesthetics, quality, and experience & not just transactions /n -You will have the opportunity to shape and elevate the customer journey, not just execute it /n -You will collaborate closely with cross-functional teams to influence outcomes, not just follow processes /n -You will play a key role in turning customers into long-term brand advocates through meaningful, memorable experiences /n -You will operate in a culture that values ownership, empathy, and continuous improvement

📌 Senior Manager- Customer Experience (Vasco da Gama)
🏢 Vianaar Homes
📍 Vasco da Gama