Team Lead Customer Experience

4 days ago

Pune, Maharashtra, India Lodha Group Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Roles and Responsibilities

  • Lead and manage a team of Service Managers to achieve defined customer service goals and business objectives.
  • Drive team performance by setting clear targets, monitoring KPIs, and ensuring timely achievement of deliverables.
  • Collaborate with cross-functional teams including Sales, Design, Accounts, Onboarding, and Registration to ensure seamless customer service delivery.
  • Review and analyze customer feedback to identify trends, forecast customer needs, and implement service improvements.
  • Ensure prompt and accurate resolution of customer queries within defined turnaround times (TATs).
  • Plan and implement Wow" customer experiences across all stages of the client lifecycle — onboarding, relationship management, and registration.
  • Provide regular performance and business reports to the Cluster Head / Senior Management.
  • Support and guide the team in managing customer communication and collections in a professional and courteous manner.
  • Drive continuous process improvement initiatives to enhance service efficiency and customer satisfaction.
  • Motivate, coach, and develop team members through regular training, performance reviews, and feedback sessions.
  • Ensure effective communication within the team and alignment with organizational goals.
  • Foster a culture of accountability, ownership, and excellence in customer service.

Desired Candidate Profile

  • Graduate in any discipline (MBA preferred).
  • Minimum 8+ years of experience in a team-handling or leadership role.
  • Strong people management and stakeholder management skills.
  • Excellent communication, analytical, and problem-solving abilities.
  • Proven ability to deliver high levels of customer satisfaction and meet performance targets.

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