Regional Client Experience Executive

2 weeks ago

Pune, Maharashtra, India beBeeExperienCe Full time ₹ 5,00,000 - ₹ 8,00,000

Job Title: Regional Customer Experience Lead

Customer Onboarding and Relationship Management

Lead the regional customer onboarding process to ensure smooth transitions, creating delightful first impressions for customers. Cultivate long-term relationships with both internal and external stakeholders, ensuring customer comfort and satisfaction at every touchpoint.

  • Proactively engage with customers at each stage of the lifecycle to foster loyalty and satisfaction.
Customer Advocacy and Crisis Management

Manage and resolve escalated customer queries and complaints effectively, using your crisis management skills to turn challenging situations into positive outcomes.

  • Serve as a strong advocate for customers within the organization, ensuring their needs and concerns are addressed swiftly.
  • Develop and maintain a robust escalation process for handling complex or high-priority issues.
Process Optimization and Cross-Functional Collaboration

Drive continuous improvement in customer service processes, collaborating with cross-functional teams to align internal operations with customer-centric goals.

  • Ensure timely and accurate completion of all customer-related documentation and transactions, such as payment receipts and property-related queries.
Data Management and System Integration

Oversee the maintenance of accurate customer data in CRM and ERP systems, ensuring real-time updates and seamless interactions.

  • Leverage data insights and feedback to drive process improvements and identify areas for customer experience enhancement.
Strategic Leadership and Innovation

Develop and implement region-specific strategies that consistently exceed customer expectations and foster loyalty.

  • Lead the customer-centric culture transformation in the organization, ensuring a customer-first approach across all teams and departments.
Key Deliverables / KRAs

Improved customer satisfaction and retention metrics across the region.

  • Swift and effective resolution of customer complaints and escalations.
Requirements:

• 10+ years in a senior customer-facing role, ideally within Real Estate, Hospitality, or other customer-intensive industries.

• Proven track record in handling customer experience strategy, issue resolution, and team leadership at a regional level.

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