Deputy General Manager - Customer Delight

CRC Group; Dadri; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

CRC Group seeks a seasoned DGM Customer Delight to architect and drive exceptional customer experiences across the lifecycle, from booking to possession and post-possession. You will lead a team of Customer Delight Managers, set service standards, and partner with vendors to deliver premium engagement and events.

You will shape loyalty programs, monitor KPIs, and push continuous improvements through data-driven insights, ensuring emotional brand connection and higher satisfaction scores across

Qualifications

• Bachelor's Degree in Management, Hospitality, Marketing, Business Administration, or related field.
• MBA / PGDM preferred.

Responsibilities

• Develop and implement customer delight strategies across projects from booking to possession and post-possession.
• Lead, mentor, and supervise Customer Delight Managers and support teams.
• Monitor customer satisfaction and drive continuous improvement initiatives.
• Conceptualize and execute customer engagement initiatives, loyalty programs, and events.
• Establish hospitality standards and premium service delivery during interactions, signings, and ceremonies.
• Analyze customer feedback and service trends to improve experience across projects.
• Manage vendors, event partners, and gifting programs cost-effectively.
• Prepare and present customer experience dashboards and improvement plans to senior management.

Skills

Leadership

Customer experience

Hospitality

Strategic planning

Event management

Stakeholder management

Communication

Grievance handling

Data analysis

Vendor management

Education

Bachelor's Degree in Management/Related field

MBA / PGDM preferred

Tools

MIS reporting

Job description

The DGM Customer Delight is responsible for developing and implementing customer experience strategies across the customer lifecycle, ensuring exceptional customer engagement, hospitality, relationship management, and brand advocacy. The role oversees Customer Delight Managers and drives service excellence from booking to possession and post-possession stages, ensuring consistent delivery of premium customer experiences across all projects.

Key Responsibilities

1. Customer Experience Strategy & Leadership

• Develop and implement customer delight and engagement strategies across projects.
• Establish service standards, customer experience frameworks, and hospitality protocols.
• Drive customer-centric culture across departments.
• Ensure consistency in customer experience at every touchpoint.

2. Team Management & Supervision

• Lead, mentor, and supervise Customer Delight Managers and support teams.
• Set performance objectives and monitor team KPIs.
• Conduct periodic performance reviews and capability-building initiatives.
• Ensure adequate manpower planning and resource allocation.

3. Customer Lifecycle Management

• Oversee customer engagement activities from booking to possession and beyond.
• Monitor customer satisfaction and proactively address service gaps.

4. Customer Engagement & Relationship Programs

• Conceptualize and execute customer engagement initiatives, loyalty programs, and relationship-building activities.
• Oversee customer events, milestone celebrations, festive campaigns, and community engagement programs.
• Strengthen emotional connect and brand loyalty among customers.

5. Hospitality & Premium Service Delivery

• Establish high standards of hospitality during customer visits and interactions.
• Ensure premium customer experiences during agreement signing, site visits, and possession ceremonies.
• Monitor execution of personalized gifting and customer appreciation initiatives.

6. Customer Feedback & Service Excellence

• Monitor customer satisfaction scores and feedback mechanisms.
• Analyse customer feedback, complaints, and service trends.
• Drive continuous improvement initiatives to enhance customer experience.

7. Vendor & Event Management

• Manage agencies, event partners, hospitality vendors, and gifting partners.
• Negotiate contracts and ensure cost-effective execution of customer engagement initiatives.
• Monitor vendor performance and service quality.

8. Reporting & MIS

• Review customer experience dashboards, engagement reports, and MIS.
• Present customer satisfaction trends and improvement plans to senior management.
• Track and monitor customer delight KPIs across projects.

Required Skills & Competencies

• Leadership and team management
• Customer experience and relationship management
• Hospitality and service excellence
• Strategic planning and execution
• Event and engagement management
• Stakeholder management
• Strong communication and presentation skills
• Customer grievance handling and escalation management
• Data analysis and MIS reporting
• Vendor management and negotiation

Qualification

• Bachelor's Degree in Management, Hospitality, Marketing, Business Administration, or related field.
• MBA / PGDM preferred.