Senior Manager- Customer Experience

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