Customer Experience Manager

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

Job summary

The House of Abhinandan Lodha is seeking a customer-focused professional to manage end-to-end relationships and drive revenue through proactive CRM practices in Delhi. You will engage customers across the lifecycle, resolve issues, and coordinate with internal teams.

Key responsibilities include maintaining accurate CRM records, following up on collections targets, and identifying opportunities for referrals, upgrades, and cross-selling.

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.
• 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.
• Resolve customer queries within defined timelines.
• Minimize customer escalations through effective issue resolution.
• Coordinate with internal stakeholders to address customer concerns.
• Maintain accurate records in CRM systems.
• Update customer interactions, transactions, and service requests regularly.
• Track customer satisfaction and recommend process improvements.

Tools

CRM systems

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.