Customer Experience Manager

The House of Abhinandan Lodha; Mumbai; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

The House of Abhinandan Lodha in Mumbai seeks a Customer Experience Manager to lead lifecycle relationships with around 250 customers, deliver proactive engagement at key milestones, and drive loyalty through high-touch, personalized service.

You will standardize interactions across calls, visits, emails, and messages, keep CRM data up-to-date, and collaborate with internal teams to resolve issues and improve processes.

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.

Job description

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.