Job Description:
1. Customer Servicing
- Design: Manage design process to ensure customers get a timely, consistent and high-quality experience. A talented team of design partners and design managers will work with you to make this happen
- Production: Coordinate with the central production team to ensure on-time dispatch and delivery of products, in adherence to HomeLane's quality standards
- Installation: Manage simultaneous installations across the city/region by working the HomeLane Project Managers and HomeLane Square Installation Teams.
- Vendor Management: Manage deliverables of external vendors (e.g., wall painting, wallpaper, loose furniture, false ceiling etc) that are customer commitments from HomeLane
2. Customer Expectation Setting & Communication :
- Let good news take the steps, and bad news the escalator. While your main objective will always be to pre-empt issues and ensure - actuals- are in line with - planned-, slip-ups might happen. You will take responsibility for communicating the bad news first and proactively, to the customer.
- Setting the right communication framework amongst all stakeholders and the customer (what must be communicated when, and by whom)
3. Lead & Develop Team: Coach Design Managers, Design Relationship Managers, Project Managers, Quality Control Executives, Installation Partners and other vendors so that the unit delivers strongly each time, every time
4. Adherence to process: Ensure that each project is executed as per the process set by the organization
