Manager - Customer Experience

Asst Manager/Manager – Customer Experience Location: Goa Company: Vianaar Homes Role Mandate To act as the face of Vianaar for all customers post booking, owning the relationship end-to-end. Drive a high-touch, personalized 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 personalized 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 - 5–9 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. Top 10 Skills Customer Empathy HNI Handling / Relationship Building Crisis Management Stakeholder Influence Spoken Communication Experience Designing ERP / CRM Understanding Ownership Mindset Conflict Resolution Brand Sensitivity Target Industries Hospitality, Luxury Retail, Private Banking, Aviation, Event Management, Luxury Real Estate. Who can also apply Candidates who have strong oration, customer handling skills and are looking for a new challenging assignment 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