Own the overall customer experience and customer success performance for the assigned city.
Drive consistent customer engagement across the entire home interior journey, from onboarding to final handover and post-handover support.
Ensure city-level adherence to customer communication standards, service protocols, and defined SLAs.
Monitor customer experience across active projects and proactively identify accounts at risk of dissatisfaction.
Establish structured review mechanisms to track customer concerns, project milestones, service gaps, and resolution progress.
Drive improvement in customer satisfaction, NPS, CSAT, and overall customer confidence throughout the project lifecycle.
Ensure customers receive timely and accurate updates on design approvals, material selections, execution progress, project timelines, and handover milestones.
Identify customer pain points and implement city-specific initiatives to improve communication, transparency, and service delivery.
Conduct periodic customer reviews and feedback analysis to understand expectations and service gaps.
Build a customer-first culture across teams, ensuring that customer experience is treated as a shared business responsibility.
Drive customer advocacy through improved service quality, positive reviews, referrals,



and stronger brand trust.
Own and drive resolution of high-priority customer escalations related to project delays, design changes, execution quality, material issues, cost variations, and communication gaps.
Conduct root cause analysis of recurring complaints and implement corrective and preventive actions.
Review aging escalations, pending customer commitments, and unresolved service requests through regular governance meetings.
Partner with city-level Sales, Design, Project Management, Procurement, Site Execution, Quality, Finance, and After-Sales teams to ensure seamless customer delivery.
Drive alignment between customer expectations, design commitments, commercial agreements, execution feasibility, and project timelines.
Facilitate regular cross-functional reviews to identify project risks, customer dissatisfaction, and operational bottlenecks.
Resolve interdepartmental dependencies that impact customer experience, project progress, or service commitments.
Build robust working relationships with functional leaders to improve service delivery and city-level operational effectiveness.

Bachelor's degree or equivalent experience
Experience in customer success

📌 Customer success executive (Support) (Secunderabad)
🏢 Bonito Designs
📍 Secunderabad