Customer Experience Manager

The House of Abhinandan Lodha; Kolkata District; Sur place; INR 2 500 000 - 4 200 000; Plein temps

Résumé du poste

The House of Abhinandan Lodha in Kolkata is seeking a Customer Experience Manager to own end-to-end relationships with about 250 customers across designated segments and projects. You will drive proactive engagement at key milestones, deliver personal, high-touch service, and work to build trust and loyalty through responsive, personalised interactions.

You will also lead process improvements, ensure CRM hygiene, and collaborate with internal teams to resolve issues, track complaints, and drive

Responsabilités

• Manage lifecycle relationships with ~250 customers across allocated segments/projects.
• Deliver proactive engagement at key milestones and moments of truth to build trust and loyalty.
• Drive customer delight through responsiveness, personalisation, and high-touch service.
• Own a collections book of 120 Cr per year - driving timely and consistent follow-ups.
• Enable 30 Cr+ in new business annually through referrals, upgrades, and cross-sell conversations.
• Improve engagement and mindshare to unlock loyalty and renewal potential.
• Ensure query resolution within defined TATs; maintain a low complaint escalation rate.
• Standardize and elevate customer interactions across all touchpoints - calls, visits, emails, messages.
• Collaborate with internal teams to resolve issues, track complaints, and elevate systemic blockers.
• Keep all CRM systems and trackers updated with accurate, real-time data.
• Maintain documentation hygiene across customer files, transaction records, and communication logs.
• Track customer satisfaction and share actionable insights for process enhancement.
• Represent HoABL's values through respectful, professional, and customer-first behavior.
• Be flexible, adaptive, and solution-driven - especially in high-stakes or emotionally charged scenarios.
• Bring market intelligence and service innovation ideas from outside-in.

Description du poste

Role

Customer Experience Manager

Responsibilities:

• Manage lifecycle relationships with ~250 customers across allocated segements/projects.
• Deliver proactive engagement at key milestones and moments of truth" to build trust and loyalty.
• Drive customer delight through responsiveness, personalisation, and high-touch service.

Revenue Ownership

• Own a collections book of 120 Cr per year - driving timely and consistent follow-ups.
• Enable 30 Cr+ in new business annually through referrals, upgrades, and cross-sell conversations.
• Improve engagement and mindshare to unlock loyalty and renewal potential.

Service Excellence

• Ensure query resolution within defined TATs; maintain a low complaint escalation rate.
• Standardize and elevate customer interactions across all touchpoints - calls, visits, emails, messages.
• Collaborate with internal teams to resolve issues, track complaints, and elevate systemic blockers.

Process, Systems & Reporting

• Keep all CRM systems and trackers updated with accurate, real-time data.
• Maintain documentation hygiene across customer files, transaction records, and communication logs.
• Track customer satisfaction and share actionable insights for process enhancement.

Culture & Contribution

• Represent HoABL's values through respectful, professional, and customer-first behavior.
• Be flexible, adaptive, and solution-driven - especially in high-stakes or emotionally charged scenarios.
• Bring market intelligence and service innovation ideas from outside-in.