Customer Experience Manager | Kandivali E

Are you a proactive professional passionate about delivering world-class experiences?

We are seeking a dynamic leader from the hospitality industry to join our real estate organization as our Customer Experience Manager. In this pivotal role, you will leverage your expertise in delivering exceptional customer services to elevate the customer experience for our clients, ensuring a seamless and delightful journey from initial engagement to property handover and beyond. Youll ensure seamless communication, personalized service, and prompt resolutions, creating exceptional experiences at every touchpoint. Your role will set the benchmark for excellence and fostering brand loyalty.

As Manager Customer Experience, you will be responsible for:

Customer Journey Management:

Design and implement customer experience strategies inspired by hospitality excellence

Oversee customer interactions throughout the property lifecycle, ensuring a personalized and seamless experience

Service Excellence:

Implement and uphold service standards that align with the company's commitment to delivering a seamless customer experience. Monitor and resolve escalations efficiently to exceed client expectations and maintain long-term relationships

Support in developing standard operating procedures (SOPs) for customer service and ensure compliance across all departments

Customer Engagement:

Build strong relationships with customers, fostering trust and long-term satisfaction. Understanding their preferences, needs, and expectations resulting in referrals and repeat business. Organize events, property walkthroughs, and touchpoints that align with the brands premium image

Feedback & Continuous Improvement:

Identify opportunities to elevate the customer experience by introducing innovative solutions and benchmark service standards against hospitality best practices to enhance the customer journey and experience. Create and implement a feedback loop to capture customer insights and integrate these into actionable improvements. Monitor customer satisfaction metrics and implement strategies for continuous improvement. Monitor customer feedback channels and implement improvements based on insights.

Team Training & Culture Building:

Share hospitality-driven service insights to train internal teams in customer interaction

Provide training and support to team members to promote a customer-centric culture

Work closely with the FMS & Engineering team to ensure consistent service delivery across all customer touchpoints. Act as a liaison between internal teams and customers to address queries, resolve concerns, and maintain transparency

Data-Driven Strategy:

• Analyze customer data and satisfaction metrics to identify trends, pain points, and opportunities for improvement.
• Report key insights and actionable recommendations to senior management for decision-making.
• Stay updated on industry trends, market demands, and competitors practices to keep the customer experience strategy relevant and competitive.

Core Requirements

• Bachelors degree in Hospitality Management, Business, or a related field
• 5+ years of experience in a guest-facing role in the hospitality industry from a renowned luxury hotel
• Exceptional communication and interpersonal skills, with a knack for building trust and rapport
• Strong problem-solving and decision-making abilities, with a solution-oriented mindset
• Excellent organizational and coordination skills, with the ability to manage multiple priorities
• Experience with CRM tools and customer engagement platforms is a plus
• Passion for delivering unparalleled customer service and creating memorable experiences

About Viceroy Properties

Viceroy Properties is a Mumbai based luxury real estate developer, delivering exceptional spaces which are elegantly understated, and rooted in balanced and sustainable development practices. Our mission is to elevate the daily experiences of living, working and playing through imaginative and inspired design, meticulous planning and quality of execution. Our thoughtful, transparent and consumer centric approach is supported by a robust technology and research focus, which allows us to create unique developments which cater to our customers every need. Currently Viceroy is developing nearly 1.2mn sqft of residential RE across the western suburbs of Mumbai