Role

Customer Experience Manager

Responsibilities:

- Manage lifecycle relationships with ~250 customers across allocated segments/projects.
- Deliver proactive engagement at key milestones and moments of truth” to build trust and loyalty.
- Drive customer delight through responsiveness, personalisation, and high-touch service.

Revenue Ownership

- Own a collections book of 120 Cr per year — driving timely and consistent follow-ups.
- Enable 30 Cr+ in recent business annually through referrals, upgrades, and cross-sell conversations.
- Improve engagement and mindshare to unlock loyalty and renewal potential.

Service Excellence

- Ensure query resolution within defined TATs; maintain a low complaint escalation rate.
- Standardize and elevate customer interactions across all touchpoints — calls, visits, emails, messages.




- Collaborate with internal teams to resolve issues, track complaints, and escalate systemic blockers.

Process, Systems & Reporting

- Keep all CRM systems and trackers updated with accurate, real-time data.
- Maintain documentation hygiene across customer files, transaction records, and communication logs.
- Track customer satisfaction and share actionable insights for process enhancement.

Culture & Contribution

- Represent HoABL’s values through respectful, professional, and customer-first behavior.
- Be flexible, adaptive, and solution-driven — especially in high-stakes or emotionally charged scenarios.
- Bring market intelligence and service innovation ideas from outside-in.

📌 Customer Experience Manager (Mumbai)
🏢 The House of Abhinandan Lodha
📍 Mumbai