Purpose of the Role

As a Team Lead - Customer Experience, you will lead a team of 45 Customer Experience Managers (CEMs), each managing a portfolio of ~250 high-value customers. Youll be accountable for coaching and empowering your team to drive customer delight, revenue realization, and process excellence. This is a high-impact role that combines leadership, execution rigour, and customer-centricity — critical to delivering 500 Cr annual collections and 125 Cr in new business generation.

Key Responsibilities:

Team Leadership & Coaching

- Manage a team of 4–5 CEMs, overseeing their performance, development, and motivation.
- Conduct regular 1:1s, team huddles, and performance reviews.
- Coach CEMs to sharpen customer engagement, collections ownership, and cross-sell conversations.
- Lead by example in embodying HoABL’s customer-first culture.

Business Delivery

- Ensure achievement of team targets:
- 500 Cr in annual collections
- 125 Cr in recent business through upgrades, referrals, and cross-sells

- Monitor daily/weekly MIS to drive timely follow-ups, payment conversions, and pipeline progress.
- Identify underperformance early and support course correction.

Customer Success Oversight

- Maintain oversight of key customer issues, escalations, and resolution TATs.
- Step in for high-stakes or high-influence customer scenarios to provide senior-level assurance.
- Standardize and elevate service delivery practices across the team.





Process & System Governance

- Drive adherence to CRM hygiene, data accuracy, and documentation protocols.
- Track team inputs on customer feedback and share synthesized insights with senior leadership.
- Work cross-functionally with Sales, Product, Legal, and Finance teams to resolve blockers.

Team Culture & Capability Building

- Hire and onboard CEMs aligned to HoABL values and performance standards.
- Lead training initiatives and best-practice sharing forums for continuous capability upliftment.
- Be a culture custodian — energizing the team to stay customer-obsessed, adaptive, and accountable.

Qualifications & Experience

- Education: MBA (Sales, Marketing, or Customer Strategy preferred)
- Experience: 13-15 years overall, including atleast 2 years in people management roles
- Prior experience in customer success, relationship management, or B2C lifecycle management preferred

Skills & Competencies

- Proven team leadership and performance management skills
- Proficiency in English (verbal nonverbal written); proficiency in regional language(s) as needed.
- Customer-obsessed, emotionally intelligent, and calm under pressure
- Strong analytical and data interpretation abilities
- Executive presence in customer-facing conversations
- High emotional intelligence and conflict resolution capability
- CRM fluency and process orientation
- Bias for action and ownership mindset

📌 Customer Relationship Manager - Team Lead (Pune)
🏢 The House of Abhinandan Lodha
📍 Pune