Customer Experience Manager

3 weeks ago


Mumbai, Maharashtra, India Viceroy Properties Full time
Are you a proactive professional passionate about delivering world-class experiences? We are seeking a dynamic leader from the hospitality industry to join our real estate organization as our

Customer Experience Manager.

In this pivotal role, you will leverage your expertise in delivering exceptional customer services to elevate the customer experience for our clients, ensuring a seamless and delightful journey from initial engagement to property handover and beyond. You'll ensure seamless communication, personalized service, and prompt resolutions, creating exceptional experiences at every touchpoint. Your role will set the benchmark for excellence and fostering brand loyalty.

As Manager – Customer Experience, you will be responsible for:

Customer Journey Management:
Design and implement customer experience strategies inspired by hospitality excellence.
Oversee customer interactions throughout the property lifecycle, ensuring a personalized and seamless experience.
Service Excellence:
Implement and uphold service standards that align with the company's commitment to delivering a seamless customer experience.
Monitor and resolve escalations efficiently to exceed client expectations and maintain long-term relationships.
Support in developing standard operating procedures (SOPs) for customer service and ensure compliance across all departments.
Customer Engagement:
Build strong relationships with customers, fostering trust and long-term satisfaction. Understanding their preferences, needs, and expectations resulting in referrals and repeat business.
Organize events, property walkthroughs, and touchpoints that align with the brand's premium image.
Feedback & Continuous Improvement
Identify opportunities to elevate the customer experience by introducing innovative solutions and benchmark service standards against hospitality best practices to enhance the customer journey and experience
Create and implement a feedback loop to capture customer insights and integrate these into actionable improvements
Monitor customer satisfaction metrics and implement strategies for continuous improvement
Monitor customer feedback channels and implement improvements based on insights
Team Training & Culture Building
Share hospitality-driven service insights to train internal teams in customer interaction
Provide training and support to team members to promote a customer-centric culture
Work closely with the FMS & Engineering team to ensure consistent service delivery across all customer touchpoints
Act as a liaison between internal teams and customers to address queries, resolve concerns, and maintain transparency
Data-Driven Strategy
Analyze customer data and satisfaction metrics to identify trends, pain points, and opportunities for improvement
Report key insights and actionable recommendations to senior management for decision-making
Stay updated on industry trends, market demands, and competitors' practices to keep the customer experience strategy relevant and competitive

Core Requirements
Bachelor's degree in Hospitality Management, Business, or a related field
5+ years of experience in a guest-facing role in the hospitality industry from a renowned luxury hotel
Exceptional communication and interpersonal skills, with a knack for building trust and rapport
Strong problem-solving and decision-making abilities, with a solution-oriented mindset
Excellent organizational and coordination skills, with the ability to manage multiple priorities
Experience with CRM tools and customer engagement platforms is a plus
Passion for delivering unparalleled customer service and creating memorable experiences


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