Senior Manager- Customer Experience

Vianaar Homes; Goa; On-site; INR 2,800,000 - 4,200,000; Full time

Job summary

Vianaar Homes in Goa seeks a Manager/Sr. Manager- Customer Experience to own the relationship post booking, delivering high-touch, personalised service and resolving concerns to build trust and loyalty.

You will lead onboarding, engagement, and collaboration with Sales, Projects, Finance and Design to ensure commitments are met, while driving referrals and repeat business through exceptional CX.

Qualifications

• 6–14 years of customer-facing experience, with premium clientele.
• Strong emotional intelligence and communication skills.
• Proven ability to manage escalations and relationships.
• Experience in HNI Account Management or Guest Relations is a plus.

Responsibilities

• Own all customer-facing interactions post sales.
• Build strong relationships with HNI/NRI clients and deliver personalised journeys.
• Lead onboarding, milestone communications, and drive customer satisfaction and NPS.
• Act as SPOC for all customer concerns and manage escalations with empathy.

Job description

Manager/ Sr. Manager- Customer Experience || Vianaar Homes || Work from Office - Goa

Role Overview:

To act as the face of Vianaar for all customers post booking, owning the relationship end-to-end. Drive a high-touch, personalised and emotionally engaging experience by understanding customer needs, creating delight moments, and proactively resolving concerns to build long-term trust and brand loyalty.

Core Responsibilities:

1. Customer Experience & Engagement

• Own all customer-facing interactions post sales
• Build strong relationships with HNI/NRI clients
• Anticipate customer needs and create personalised journeys
• Deliver high-quality onboarding and milestone communication
• Support customers end to end in following their assigned payment plans
• Drive customer satisfaction and NPS

2. Query & Escalation Management

• Act as SPOC for all customer concerns
• Handle escalations with empathy and ownership
• Turn conflicts into trust-building opportunities
• Influence internal teams to resolve issues

3. Customer Engagement & Delight

• Design and execute customer delight moments
• Lead site visits and key customer touchpoints
• Drive referrals, upsell internal products and encourage repeat business
• Advocate initiatives, process enhancements for enhancing CX

4. Stakeholder Management

• Work closely with Sales, Projects, Finance and Design teams
• Ensure customer commitments are met
• Liaise closely with CX back office team to ensure timely closure of customer requirements

Ideal Candidate Profile:

• 6–14 years’ experience in customer-facing roles (basis designation fitment)
• Strong experience handling premium clientele
• High emotional intelligence and communication skills
• Proven ability to manage escalations and relationships
• Added advantage for any experience related in HNI Account Management, Guest Relations.

What Makes This Role Unique at Vianaar:

At Vianaar, Customer Experience is not a backend function, it is at the heart of how we build lasting relationships with our customers.

• You will work with a design-led, detail-oriented brand where every home is thoughtfully crafted and every interaction matters
• You will engage with discerning customers who value aesthetics, quality, and experience & not just transactions
• You will have the opportunity to shape and elevate the customer journey, not just execute it
• You will collaborate closely with cross-functional teams to influence outcomes, not just follow processes
• You will play a key role in turning customers into long-term brand advocates through meaningful, memorable experiences
• You will operate in a culture that values ownership, empathy, and continuous improvement