Job Requirements
About Godrej Industries Group (GIG)
At the Godrej Industries Group, we are privileged to serve over 1.1 billion consumers globally through our businesses with market leadership positions in the consumer products, real estate, agriculture, financial services and chemicals industries.
https://www.godrejindustries.com/
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.
www.godrejproperties.com
Key Responsibilities
The
Cluster Head – Customer Centricity is responsible for driving customer experience excellence across multiple projects within the NCR1 region. This leadership role encompasses strategic planning, operational oversight, and cross-functional collaboration to ensure a seamless and superior customer journey from
pre-sales to post-possession. The incumbent will act as the regional custodian of the
Voice of Customer (VoC), translating insights into actionable strategies that enhance customer satisfaction, strengthen relationships, and support business growth.
Key Responsibilities
- Strategic & Leadership Responsibilities
- Develop and execute customer-centric strategies for the NCR1 region(Gurgaon region), covering the complete customer lifecycle — pre-sales, post-sales, backend support, and collections.
- Lead, mentor, and inspire a regional customer relationship team to deliver service excellence and achieve defined business KPIs.
- Foster a culture of continuous improvement focused on customer satisfaction, retention, and advocacy.
- Serve as the Voice of Customer champion for the region, ensuring customer feedback informs strategic decisions and operational enhancements.
- Partner with senior leadership to align regional initiatives with the organization's broader CX vision, policies, and goals.
- Operational & Functional Responsibilities
- Oversee end-to-end customer lifecycle management, including onboarding, documentation, query resolution, possession processes, and post-possession support.
- Define, monitor, and ensure adherence to Service Level Agreements (SLAs) and Turnaround Times (TATs) across all customer touchpoints.
- Manage and resolve customer escalations effectively, ensuring thorough root cause analysis and sustainable preventive actions.
- Collaborate cross-functionally with Sales, Projects, Finance, Legal along with respective Project directors to strategize seamless issue resolution and operational synergy.
- Monitor construction milestones to ensure adherence to committed timelines, and collaborate with Project Directors to implement mitigation plans for any deviations from the Annual Operating Plan.
- Oversee backend operations, ensuring CRM accuracy, efficient communication protocols, and data integrity in all customer-related documentation.
- Work closely with the Central Leadership team to ensure regional processes are standardized, compliant, and aligned with corporate benchmarks.
- Financial & Compliance Responsibilities
- Drive timely customer collections in coordination with Finance and Collections teams, ensuring adherence to financial targets.
- Collaborate with CC Leads and Project Directors to formulate the Annual Operating Plan (AOP) for each project, ensuring alignment with overall financial objectives for the year
- Uphold compliance with company policies, service standards, and relevant regulatory frameworks.
- Prepare and present comprehensive dashboards and reports capturing NPS outcomes, customer satisfaction trends, escalations, and collection performance to management.
- Possession & Post-Possession Experience
- Lead readiness planning for possession events — coordination between CRM, projects, facility, and legal teams.
- Ensure high-quality handover experiences, including inspection support, snag management, and documentation closure.
- Collaborate with facility management teams to ensure a smooth transition into post-occupancy services.
- Monitor post-possession feedback and establish service recovery processes.
Key Competencies
- Strong customer-centric orientation with a strategic and analytical mindset.
- Exceptional leadership, communication, and team management capabilities.
- Proven ability to lead cross-functional teams and influence senior stakeholders.
- Proficiency in CRM platforms, analytics, and process improvement methodologies.
- In-depth understanding of the real estate customer lifecycle and operational processes.
Work Experience
12-15 years
Benefits
Be an equal parent
- Childcare benefits for the birthing parent, commissioning parent (in case of surrogacy) or adoptive parent, and their partners
- 6 months of paid leave for primary caregivers, flexible work options on return for primary caregivers
- 2 months paid leave for secondary caregivers
- Caregiver travel for primary caregivers to bring a caregiver and children under a year old, on work travel
- Coverage for childbirth and fertility treatment
No place for discrimination at Godrej
- Gender-neutral anti-harassment policy
- Same sex partner benefits at par with married spouses
- Coverage for gender reassignment surgery and hormone replacement therapy
- Community partnerships and advocacy
- Persons with Disability (PwD) care
We Are Selfish About Your Wellness
- Comprehensive health insurance plans, as well as accident coverage for you and your family, with top-up options
- Elder care for those who might need to extend support to senior family members
- Preventative healthcare support
- Outpatient Department (OPD) coverage, including vaccinations, dental, vision, etc.
- Uncapped sick leave
- Flexible work options, including remote working and part-time work
- Mental wellness and self-care programmes, resources and counselling
Celebrating wins, the Godrej Way
- Structured recognition platforms for individual, team and business-level achievements
- Digital and offline instant recognition platforms
An inclusive Godrej
Before you go, there is something important we want to highlight. There is no place for discrimination at Godrej. Diversity is the philosophy of who we are as a company. And it has been over a century. It's not just in our DNA and nice to do. Being more diverse - especially having our team members reflect the diversity of our businesses and communities - helps us innovate better and grow faster. We hope this resonates with you.
We take pride in being an equal opportunities employer. We recognise merit and encourage diversity. We do not tolerate any form of discrimination on the basis of nationality, race, colour, religion, caste, gender identity or expression, sexual orientation, disability, age, or marital status and ensure equal opportunities for all our team members.
If this sounds like a role for you, apply now!
We look forward to meeting you.
