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JOB DESCRIPTION - MANAGER - CUSTOMER CENTRICITY

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Manager - Customer Centricity

Godrej Properties Limited (GPL)

Bangalore Hoskote, India

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Job Title: Manager – Customer Centricity

Job Type: Permanent, Full-time

Function: Customer Centricity

Business: Godrej Properties Limited

Location: Bangalore Hoskote, India

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

Godrej | Industries - Let's make Goodness

Godrej Industries comprises 5 major companies with significant interests in consumer goods, real estate, agriculture, chemicals and financial services.