Customer Experience Manager

The House of Abhinandan Lodha; Mumbai Suburban; On-site; INR 400,000 - 700,000; Full time

Job summary

The House of Abhinandan Lodha is seeking a customer-centric professional to manage end-to-end relationships with a portfolio of customers, ensuring proactive engagement across the lifecycle and delivering exceptional service.

The role also covers collections and revenue management, service excellence, and CRM process management, including maintaining accurate records, coordinating with internal teams, and driving improvements to customer satisfaction.

Responsibilities

• Manage end-to-end relationships with a portfolio of customers.
• Drive collection targets through regular customer follow-ups.
• Resolve customer queries within defined timelines.
• Maintain accurate records in CRM systems and track satisfaction.

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.