Job DescriptionManager/ Sr. Manager- Customer Experience || Vianaar Homes || Work from Office - Goa
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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.
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nCore Responsibilities:
n1. 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
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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
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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
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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
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nIdeal 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.
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