Key Responsibilities

Customer Experience &

- Relationship Management

- Own the end-to-end customer success lifecycle from project onboarding to final handover.

- Build solid relationships with clients and ensure a high-touch, premium customer experience.

- Proactively manage customer expectations, escalations, and issue resolution.

- Conduct regular customer check-ins and satisfaction reviews during project execution.

- Improve customer retention, referrals, and repeat business opportunities.

Project Coordination &

- Execution Support

- Collaborate closely with design, sales, procurement, and execution teams to ensure smooth project delivery.

- Monitor project milestones, timelines, and customer communication touchpoints.

- Ensure transparency in project updates, delays, and change requests.

- Support teams in driving timely closures and minimizing customer escalations.

Team Leadership

- Lead and mentor the customer success team across multiple projects/locations.





- Define KPIs, SLAs, and customer service standards.

- Conduct regular performance reviews, coaching, and training sessions.

- Foster a customer-centric culture across departments.

Escalation &

- Complaint Management

- Handle critical customer escalations with empathy and urgency.

- Develop structured escalation matrices and resolution frameworks.

- Analyze recurring customer pain points and implement corrective actions.

Process Improvement &

- Analytics

- Track and report customer success metrics including:

- CSAT (Customer Satisfaction Score)

- NPS (Net Promoter Score)

- TAT (Turnaround Time)

- Customer retention and referral metrics

- Identify operational gaps and implement process improvements.

- Drive automation and CRM adoption for better customer engagement.

📌 Senior Manager - Customer Relationship (Faridabad)
🏢 Bonito Designs
📍 Faridabad