Customer Experience Manager

The House of Abhinandan Lodha; Ghaziabad District; On-site; INR 350,000 - 700,000; Full time

Job summary

The House of Abhinandan Lodha in Ghaziabad (UP), India seeks a customer-centric professional to manage end-to-end relationships and drive revenue through collections and cross-selling. You will ensure proactive engagement and timely issue resolution across the customer lifecycle.

Responsibilities include maintaining CRM records, coordinating with internal teams, and tracking satisfaction to recommend process improvements. The role emphasizes service excellence and long-term customer loyalty.

Qualifications

• CRM is a core skill for managing relationships with a portfolio of customers.
• Ability to drive collections targets and revenue through proactive follow-ups.
• Focus on delivering exceptional customer experiences and building loyalty.

Responsibilities

• Manage end-to-end relationships with a portfolio of customers.
• Ensure proactive engagement throughout the customer lifecycle.
• Deliver exceptional customer experience and build long-term loyalty.
• Handle customer concerns and ensure timely resolution.
• Drive collection targets and explore referrals, upgrades, and cross-sell opportunities.
• Maintain accurate CRM records and update interactions regularly.
• Track customer satisfaction and coordinate with stakeholders for improvements.

Skills

CRM

Collections

Customer retention

Process management

Job description

Role & responsibilities

Customer Relationship Management

• Manage end-to-end relationships with a portfolio of customers.
• Ensure proactive engagement throughout the customer lifecycle.
• Deliver exceptional customer experience and build long-term customer loyalty.
• Handle customer concerns and ensure timely resolution.

Collections & Revenue Management

• Drive collection targets through regular customer follow-ups.
• Support business growth through referrals, upgrades, and cross-selling opportunities.
• Maintain strong customer engagement to improve retention and repeat business.

Service Excellence

• Resolve customer queries within defined timelines.
• Minimize customer escalations through effective issue resolution.
• Coordinate with internal stakeholders to address customer concerns.

CRM & Process Management

• Maintain accurate records in CRM systems.
• Update customer interactions, transactions, and service requests regularly.
• Track customer satisfaction and recommend process improvements.