Key Result Areas & Outcomes expected from the Role
- Service Analytics & Customer Insight: Strong grounding in customer lifecycle analytics, CX dashboards, NPS/CSAT metrics, servicetrends, operational performance indicators, and root-cause analysis.
- Service Agility & Calculated Risk-Taking: Ability to take calculated risks, challenge status quo, innovate, and identify unmet customer needs and emerging behavior patterns.
- Collaborative Service Negotiation: Ability to collaborate with internal stakeholders to drive CX initiatives, influence through data, secure buy-in, and align multiple departments to customer-first outcomes.
- Entrepreneurial Customer-Centric Mindset: Ability to foresee customer expectations, market shifts, and loyalty drivers; create strategic CX solutions that enhance long-term brand value.
- Strategic Service Leadership: Develop clear CX vision, roadmap, and frameworks to deliver a distinctive Vianaar homeowner experience. Identify steps required to achieve customer satisfaction and loyalty goals.
- Digital Service & Technology Orientation: Identify and shape CRM architecture, customer data platforms, digital tools, and automation to enhance service quality, personalization, and revenueimpact.
- Cross-Functional Service Collaboration: Build productive relationships across departments, ensuring trust, transparency, and shared ownership of customer outcomes. Strengthen homeowner advocacy and brand affinity.
- Service Governance & Risk Mitigation: Identify operational risks in the customer lifecycle, develop controlsystems, minimize escalations, ensure TAT adherenceand build strong service recovery principles.
- Data-Led Service Innovation: Create resourceful CX solutions using customer analytics, segmentation, behavioral insights, and predictive modelling to design new experience and retention opportunities.
- Financial & Commercial Service Understanding: Ability to interpret CX ROI, retention impact, project performance, budgets, cost efficiency, and the link between satisfaction and repeat/referral revenue.
- Customer Loyalty, CRM & Retention: Develop robust CRM frameworks, segmentation logic, engagement journeys, and loyalty programs tailored for Vianaar homeowners.
- Service Recovery& Grievance Excellence: Own the grievancemechanism, enhance TAT effciency, improve conversion of detractors to promoters, and ensure accurate data capture for future engagement.
- Customer Experience Strategy & Execution: Develop and implement end-to-end CX strategy aligned to Vianaar's brand philosophy across all lifecycle stages as pre-sales, onboarding, possession, post-handover, and community engagement.
Educational Qualification Essential:
- 12–15+ years of experience in managing customer experience operations in hospitality, luxury retail, premium real estate, or holiday homes.
- Strong understanding of customerlifecycle management, CRM systems, CX strategy, and service operations.
- Demonstrated expertise in handling multi-location operations, CX process design and team leadership.
- Added advantage for candidates with past experience in handling HNIs, NRIs, Guest Relations profiles
Desired:
- Prior experience in hospitality groups,boutique resorts, luxurybrands, premium retail,or travel & tourism.
