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 prospects.

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 Mumbai Suburban
🏢 Bonito Designs
📍 Mumbai Suburban