Senior manager- customer experience

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