Customer Service and Success

2 days ago

Mumbai, Maharashtra, India The House of Abhinandan Lodha Full time ₹ 25,00,000 - ₹ 50,00,000 per year

Job Title
: Team Lead

Department
: Customer Service and Success

Purpose of the Role

As a Lead CSS, you will lead a team of 4–5 Customer Experience Managers (CEMs), each managing a portfolio of ~250 high-value customers. You'll be accountable for coaching and empowering your team to drive customer delight, revenue realization, and process excellence. This is a high-impact role that combines leadership, execution rigour, and customer-centricity — critical to delivering ₹500 Cr+ annual collections and ₹125 Cr+ in new business generation.

Key Responsibilities:

Team Leadership & Coaching

  • Manage a team of 4–5 CEMs, overseeing their performance, development, and motivation.
  • Conduct regular 1:1s, team huddles, and performance reviews.
  • Coach CEMs to sharpen customer engagement, collections ownership, and cross-sell conversations.
  • Lead by example in embodying HoABL's customer-first culture.

Business Delivery

  • Ensure achievement of team targets:
  • ₹500 Cr+ in annual collections
  • ₹125 Cr+ in new business through upgrades, referrals, and cross-sells
  • Monitor daily/weekly MIS to drive timely follow-ups, payment conversions, and pipeline progress.
  • Identify underperformance early and support course correction.

Customer Success Oversight

  • Maintain oversight of key customer issues, escalations, and resolution TATs.
  • Step in for high-stakes or high-influence customer scenarios to provide senior-level assurance.
  • Standardize and elevate service delivery practices across the team.

Process & System Governance

  • Drive adherence to CRM hygiene, data accuracy, and documentation protocols.
  • Track team inputs on customer feedback and share synthesized insights with senior leadership.
  • Work cross-functionally with Sales, Product, Legal, and Finance teams to resolve blockers.

Team Culture & Capability Building

  • Hire and onboard CEMs aligned to HoABL values and performance standards.
  • Lead training initiatives and best-practice sharing forums for continuous capability upliftment.
  • Be a culture custodian — energizing the team to stay customer-obsessed, adaptive, and accountable.

Qualifications & Experience

  • Education
    : MBA (Sales, Marketing, or Customer Strategy preferred)
  • Experience
    : 5–7 years overall, including atleast 2+ years in people management roles
  • Prior experience in customer success, relationship management, or B2C lifecycle management preferred

Skills & Competencies

  • Proven team leadership and performance management skills
  • Proficiency in English (verbal +nonverbal+ written); proficiency in regional language(s) as needed.
  • Customer-obsessed, emotionally intelligent, and calm under pressure
  • Strong analytical and data interpretation abilities
  • Executive presence in customer-facing conversations
  • High emotional intelligence and conflict resolution capability
  • CRM fluency and process orientation
  • Bias for action and ownership mindset

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