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JOB DESCRIPTION - MANAGER - CUSTOMER CENTRICITY Manager - Customer Centricity Godrej Properties Limited GPL Chennai Job Title Manager - Customer Centricity Job Type Permanent Full-time Function Customer Centricity Business Godrej Properties Limited Location Chennai About Godrej Industries Limited and Associate Companies GILAC GILAC is a holding company of the Godrej Group We have significant interests in consumer goods real estate agriculture chemicals and financial services through our subsidiary and associate companies across 18 countries About Godrej Properties Limited GPL Godrej Properties brings the Godrej Group philosophy of innovation sustainability and excellence to the real estate industry Each Godrej Properties development combines the over 125-year legacy of excellence and trust with a commitment to cutting-edge design technology and sustainability Key responsibilities Your Roles Responsibilities The incumbent will be responsible for end-to-end customer relationship journey NPS Managing all aspects of after-sales relationship post the booking stage through ensuring timely sale related documentation collections and resolution of customer issues Financial Devise distribute the collections targets basis the AOP projections Strategize the collection projections for the month Operational Monitor and supervise the daily activities of each team member to ensure adherence to internally defined SOPs and timelines Responsible for meeting the collection targets Monitor the daily grievances and escalations received from customers Ensure timely accurate and satisfactory solutions are provided by team members to each of these queries Support team on difficult or new issues requiring expertise Mitigate escalated customer issues Coordinate with other functions to resolve customer issues Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines Maintain a high Net Promoter Score from customers Site based customer engagement People Defines and sets work objectives for team members Balances work allocation in team Reviews tasks completed by team members and conduct regular performance reviews Completes performance appraisals of team Carries out team building engagement activities Process Adherence Improvement Identifies processes procedures in own work area that need improvement Recommends process improvement ideas to streamline efficiency costs productivity Undertakes process improvement activities in own work area Complies with company defined guidelines and processes Adheres to project timelines Who are we looking for Qualification Graduate with 12-15 years of relevant customer management experience Experience More than 8 years of experience in customer experience management Experience in real estate will be preferred Candidates from banking hospitality can be considered for this role Team Management experience mandatory Critical Skills Functional Skills Collections Management Understands collections management in depth and sets and drives efficiency targets for team Customer Experience Management Has an in-depth understanding of diverse customer profiles and their contexts and needs uses this understanding to train others on how to serve customers Proactively tracks customer issues and complaints to recommend improvements in systems and procedures to address those needs Referral Loyalty Management Guides team members to communicate USP of GPL offerings effectively build in-depth knowledge of projects and resolve customer queries conclusively to drive referral loyalty sales Handover Establishes processes where different teams can work collaboratively to ensure a smooth take-over and meet project timelines as well as commitment to customers Behavioral Skills Team management Influencing Skills Negotiation Skills Stakeholder management Crisis Management Conflict Resolution Reporting Structure The role reports to Project Director and has matrix reporting to Head of Cluster for Customer Centricity in the zonal office What s in it for you Be an equal parent Maternity support including paid leave ahead of statutory guidelines and flexible work options on return Paternity support including paid leave New mothers can bring a caregiver and children under a year old on work travel Adoption support gender neutral and based on the primary caregiver with paid leave options No place for discrimination at Godrej Gender-neutral anti-harassment policy Same sex partner benefits at par with married spouses Gender transition support We are selfish about your wellness Comprehensive health insurance plans as well as accident coverage for you and your family with top-up options Trust based sick leave Mental wellness and self-care programmes resources and counselling Celebrating wins the Godrej Way Structured recognition platforms for individual team and business-level achievements Performance-based earning opportunities An inclusive Godrej Before you go there is something important we want to highlight There is no place for discrimination at Godrej Diversity is the philosophy of who we are as a company And has been for over a century It s not just in our DNA and nice to do Being more diverse - especially having our team members reflect the diversity of our businesses and communities - helps us innovate better and grow faster We hope this resonates with you We take pride in being an equal opportunities employer We recognise merit and encourage diversity We do not tolerate any form of discrimination on the basis of nationality race colour religion caste gender identity or expression sexual orientation disability age or marital status and ensure equal opportunities for all our team members If this sounds like a role for you apply now We look forward to meeting you