Customer Experience Director

2 days ago

Hyderabad, Telangana, India beBeeCRM Full time ₹ 15,00,000 - ₹ 25,00,000
Customer Relationship Manager

We are seeking an experienced Customer Relationship Manager to lead our regional customer relationship function. The successful candidate will have a strong focus on ownership, accountability, and service delivery.

Key Responsibilities
  • Lead CRM Operations and Front-End teams with a strong focus on ownership, accountability, and service delivery.
  • Foster team growth through coaching, regular feedback, and structured performance appraisals.
  • Drive a high-performance culture that reflects our customer-centric values.

Leadership & People Management:

  • Lead CRM Operations and Front-End teams with a strong focus on ownership, accountability, and service delivery.
  • Foster team growth through coaching, regular feedback, and structured performance appraisals.
  • Drive a high-performance culture that reflects our customer-centric values.

Customer Journey Oversight:

  • Oversee the end-to-end customer lifecycle management from booking through handover and post-handover support.
  • Ensure timely and effective resolution of customer queries and escalations across all channels.
  • Manage escalations, including high-net-worth individual (HNI) customer cases, ensuring high standards of service and resolution.
  • Monitor and drive improvement in key customer experience metrics such as NPS, CSAT, and TAT in collaboration with the CRM core team.

Process Governance & Compliance:

  • Implement and enforce standardized processes and SOPs consistent with central CRM policies.
  • Minimize manual dependencies by championing digitization and automation through CRM tools and technologies.
  • Track and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) rigorously to ensure performance targets are met.

Cross-Functional & Stakeholder Management:

  • Collaborate closely with the CRM Head and core team to ensure compliance with policies, implement feedback, and resolve operational issues promptly.
  • Escalate critical customer cases, compliance breaches, or process deviations to senior leadership and other stakeholders as necessary.

Reporting & Performance Tracking:

  • Provide regular and insightful reports on team KPIs, customer case resolution rates, SPA status, handover progress, and other key operational metrics.
  • Participate actively in CRM leadership meetings, audit reviews, and performance sync-ups with the Dubai Head Office.

Qualifications & Skills:

  • Engineering/Architect degree required; MBA preferred.
  • Minimum 15+ years of experience in CRM, customer service, or operations, with demonstrated leadership in multi-functional teams.
  • Proven experience in managing escalations, including HNI customer handling, in a high-pressure environment.
  • Strong expertise in CRM systems (Salesforce preferred); knowledge of real estate processes is a plus.
  • Demonstrated ability to track and manage SLA/KPIs effectively.
  • Excellent communication, team-building, and interpersonal skills.
  • Proficiency in multiple languages will be an advantage given the diverse customer base.
  • Proven track record of driving process improvements and leading digital adoption initiatives.

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