Job Title: City Head – Collections Job

Location:
Bangalore About – An Abhinandan Lodha Enterprise: An Abhinandan Lodha Enterprise, is a formidable collective of some of the best-of
- breed, high-growth new-age businesses. We back highly ambitious ideas and turn them into category-disrupting businesses built to stand the test of time. We are a launchpad for nascent businesses that have the potential to become a part of our eclectic mix of businesses. We deploy unlevered and patient proprietary capital with a focus on value creation, unconstrained by the pressures of redemption. Our decentralized portfolio operates with independent CEOs and empowered leadership teams, fostering a performance-driven culture that sparks value creation. This ecosystem cultivates consumer-centric brands at the forefront of innovation, always pursuing excellence. Anchored in sound business practices, our businesses are poised for greatness, shaping industries as they grow. About Bonito Designs: Bonito Designs Pvt Ltd (www.bonito.in) is one of the fastest growing Start-Ups in India in the Interior Designing Industry. The Company is funded by Tomorrow Capital (www.tomorrowcapital.in). The Company has its business operations in Bangalore & Mumbai and is soon planning to expand to other metro cities. The Management team is committed to make this one of the most aspiring brand for Indian consumers and a excellent place to work for employees. The Company has a very conducive working environment for employees and offers fast-track growth opportunities for deserving & committed professionals.

About the Role
The City Head – Collections will lead the end-to-end Customer Success function for the city, with primary responsibility for customer collections,



customer success operations, and resolution of customer escalations. The role requires balancing financial outcomes with an exceptional customer experience by collaborating closely with Sales, Design, Execution, Finance, and Operations teams.

Key Responsibilities
Customer Collections
• Own and drive city-level collection targets across all project milestones.
• Ensure timely invoicing, payment follow-ups, and closure of outstanding receivables.
• Develop proactive collection strategies to minimize overdue payments.
• Track collection ageing and implement corrective action plans.
• Work closely with Finance to ensure accurate reconciliation and reporting. Customer Success Operations
• Lead the Customer Success team to deliver a seamless post-sales customer journey.
• Monitor project progress and ensure timely customer communication.
• Drive operational excellence through defined SLAs and process adherence.
• Improve customer satisfaction by ensuring consistent delivery service. Customer Escalation Management
• Act as the escalation owner for critical customer issues.
• Resolve complex customer concerns through cross-functional collaboration.
• Conduct root cause analysis and implement preventive measures.
• Ensure escalations are resolved within defined turnaround timelines.



Team Leadership
• Lead, mentor, and develop the Customer Success team.
• Monitor team productivity, quality, and customer satisfaction metrics.
• Build a high-performance culture focused on accountability and ownership. Stakeholder Management
• Partner with Design, Project Management, Sales, Finance, and Operations teams to ensure smooth project execution.
• Present collection performance, escalations, and operational metrics to city and business leadership.
• Drive cross-functional initiatives to improve customer experience and cash flow. Key Performance Indicators (KPIs)
• Collection efficiency and monthly collection achievement.
• Reduction in outstanding receivables and ageing.
• Customer Satisfaction (CSAT/NPS).
• Escalation resolution TAT.
• Repeat escalations and complaint reduction.
• Team productivity and SLA adherence. Qualifications
• Bachelor's degree in Business, Commerce, Management, or related field (MBA preferred).
• 8–12 years of experience in Customer Success, Collections, Operations, or Customer Service.
• Prior experience managing customer-facing teams is essential.
• Experience in interiors, real estate, home improvement, construction, retail, or consumer services will be preferred. What Success Looks Like
• High collection efficiency with reduced outstanding dues.
• Exceptional customer experience throughout the project lifecycle.
• Faster resolution of customer escalations.
• High-performing Customer Success team with strong ownership.
• Effective collaboration across business functions to deliver operational excellence

📌 City Head (Bengaluru)
🏢 Bonito Designs
📍 Bengaluru