Position: Customer Care Manager – Head of Customer Experience

Department: Customer Experience

Location: Koramangala, Bangalore, Karnataka

Employment Type: Full-Time

Work Timings: 9:30 AM to 6:00 PM

Weekly Off: Tuesday

Languages: English, Kannada, and Hindi (preferred)

About Us

We are a design-forward real estate development firm focused on creating premium and intentional residential spaces. Our projects go beyond standard developments, emphasizing thoughtful spatial living, architectural sensibility, and a deep respect for the functional needs of every customer choosing our homes.

We believe that purchasing a property is a significant milestone, and we are committed to delivering an experience that reflects the quality, thoughtfulness, and attention to detail embodied in our physical spaces.

The Role

We are seeking a highly emotionally intelligent and detail-oriented Customer Care Manager to own the end-to-end customer journey.

In this role, you will serve as the primary liaison between our brand and our homeowners, bringing the grace, anticipation, and sensibility of luxury hospitality into real estate customer relations.

You will go beyond processing paperwork or addressing complaints. You will curate a seamless, personalized, and thoughtful customer experience from the moment a customer signs an agreement through possession and beyond, while remaining a key face of the brand throughout the relationship.

Key Responsibilities1. End-to-End Customer Journey Management

- Serve as the Single Point of Contact (SPOC) for customers post-sale, guiding them through the entire customer lifecycle, including onboarding, legal documentation, project milestone updates, payment schedules, registration, and handover, with the support of a Customer Care Executive.
- Proactively communicate project developments and milestones, ensuring customers remain informed and connected to the evolution of their property.
- Coordinate seamlessly with internal teams, including Sales, Architecture, Construction, and Legal, to ensure customer queries, clarifications,



and requirements are addressed efficiently and professionally.
- Plan and execute memorable, seamless, and stress-free property handover experiences.
- Work closely with management to design and maintain an effective Customer Relationship Management (CRM) system that serves as a comprehensive repository for customer information, requests, interactions, follow-ups, and tasks.

1. Hospitality & Experience Curation

- Bring a "white-glove" hospitality mindset to every customer interaction, anticipating customer needs and personalizing communication wherever possible.
- Develop and implement customer touchpoints that elevate the overall experience while aligning with the brand's minimalist, intentional, and premium aesthetic.
- Collaborate with external creative agencies to conceptualize and execute customer-facing experiences and touchpoints.
- Work closely with the Administration and Housekeeping teams at the Experience Centre to ensure that the environment, presentation, and service consistently reflect the brand's high standards of design and care.

1. Sensibility, Empathy & Problem Solving

- Handle sensitive customer queries, concerns, and delays with exceptional emotional intelligence, tact, transparency, and professionalism.
- Understand different customer personalities and expectations and adapt communication styles accordingly.
- Identify potential friction points across the customer journey and proactively work with management to design solutions that improve the overall experience.
- Manage post-possession snagging and maintenance requests efficiently, ensuring timely follow-up and satisfactory resolution.
- Maintain a calm, professional,



and solution-oriented approach, particularly when handling escalations or challenging customer situations.

Qualifications & Key Attributes
- 8+ years of experience in customer care, customer relations, account management, or a similar customer-facing role.
- Experience combining premium real estate and hospitality is highly preferred. Candidates from luxury hotels, bespoke travel, concierge services, or other premium service environments are encouraged to apply.
- A genuine passion for delivering exceptional service and creating positive customer experiences, with an understanding that how a message is delivered can be as important as the message itself.
- Strong appreciation for design, architecture, and nature-integrated living, with the ability to communicate authentically about the project's values.
- Exceptional verbal and written communication skills, with the ability to draft clear, polished, empathetic, and professional customer correspondence.
- Good understanding of the Bangalore real estate landscape.
- Working knowledge of real estate processes, including documentation, registration, possession, and related customer-facing processes.
- Robust interpersonal and relationship-management skills.
- Ability to remain calm, composed, professional, and solution-oriented under pressure.
- Strong attention to detail, ownership, organization, and follow-through.
- Ability to collaborate effectively with multiple internal and external stakeholders.

What We Offer
- The opportunity to shape the customer experience for highly curated, thoughtfully designed residential projects that stand apart in the market.
- A collaborative work environment that values design, intentionality, service excellence, and holistic well-being.
- The opportunity to work closely with leadership and contribute meaningfully to the evolution of the customer experience function.
- Competitive compensation and benefits package.

Pay: ₹50,000.00 - ₹75,000.00 per month

Work Location: In person

📌 Customer Care Manager (Koramangala)
🏢 PF
📍 Koramangala