Head - Customer Experience - Real Estate/Telecom/BFSI (15-25 yrs)

Head - Customer Experience

Job Description:

- In this role you will be responsible to drive our Customer Experience function for our residential and commercial developments.

- Focus areas include managing the customer journey through excellence in service design and delivery, driving collections and business process re-engineering.

Key Responsibilities:

Customer Journey:

- Own the journey from the time customers make a decision to buy/lease a property to the time that company hands over unit to them.

- For residential, this journey is typically 3-4 years prior to possession and 2-5 years after possession.

- This role therefore requires a true leadership resource who will drive initiatives for customer service programmes, emphasize the need to enhance relationship-based approach and further strengthen our Customer Experience function at the scale envisaged.

Collections Management:

- Guide thee teams on achieving collection targets of 15,000+ Cr. annually and forecast as per the revenue strategy.

- Strengthen processes, enablement tools and customer communication to delivery cash flows across segments.

- Drive systemic solutions through technology and processes.

- Key metrics include loyalty and referral sales as well as Non-RE revenue (e.g. Mortgage origination commission, distribution of 3rd products and services, margin from Hospitality & Property Management services etc.).

Brand Strategy:

- Own the Pan-India customer life cycle operations and define service strategy and standards.

- While serving a demographic that expects nothing but the best, strives to raise the bar as a luxury brand admired for our products and how we treat our customers.

- This means significant focus on creating exceptional, consistent customer experience and intensive training for associates on quality, personalized approach, exclusivity and attention to detail.

- Key metrics would be customer satisfaction indicators and Net Promoter Score (NPS).