Customer Experience Manager

The House of Abhinandan Lodha; Navi Mumbai; On-site; INR 350,000 - 650,000; Full time

Job summary

The House of Abhinandan Lodha in Navi Mumbai is seeking a customer-centric professional to manage end-to-end relationships with a portfolio of customers, ensuring proactive engagement and a superior experience.

You will drive collections, support revenue growth through referrals and cross-selling, resolve queries within timelines, and maintain accurate CRM records to improve retention and service quality.

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 customer loyalty.
• Handle customer concerns and ensure timely resolution.

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.