Senior Vice President/ Director - Customer Experience

Urbanrise is South India's largest real estate developer, recognized for its pathbreaking and quality residential projects across South India. Backed by the renowned Alliance Group, Urbanrise has delivered over 22,000+ homes and has 72 million square feet under development. Driven by a passion for growth and sustainability, our projects are not just about creating homes but building communities that foster a sense of belonging. With a commitment to integrity and reliability, Urbanrise ensures timely delivery, meeting and exceeding home buyer expectations.

Job Description:

The Senior Vice President/ Director - Customer Experience is a transformational leadership role at Urbanrise, tasked with reimagining and elevating the end-to-end customer journey. Reporting directly to the Board of Directors, this position is entrusted with building a culture of customer-centricity that drives loyalty, advocacy, and business growth.

STRATEGIC MANDATE:

·      Architect and lead the Customer Experience vision, strategy, and roadmap for Urbanrise across all cities.

·      Champion a customer-first culture across the organization, influencing cross-functional teams to inculcate to the culture.

·      Own and drive the Net Promoter Score (NPS) improvement programme - setting targets, tracking metrics, and institutionalizing feedback loops.

·      Establish a Voice of Customer (VoC) framework to capture, analyze, and act on customer insights at every touchpoint in the journey.

·      Lead digital transformation of customer experience - leveraging CRM technology, automation, and data analytics to personalize and scale service delivery.

·      Design and govern the end-to-end post-sales customer journey, from booking through possession.

KEY RESPONSIBILITIES:

A. Customer Experience:

·      Develop and implement comprehensive CX strategies that deliver consistent, high-quality experiences across all customer segments and project locations.

·      Create and monitor Customer Journey Maps, identifying pain points and engineering proactive solutions to eliminate friction.

·      Lead the design of service standards, escalation frameworks, and resolution protocols to ensure timely and empathetic resolution of customer concerns.

·      Drive reduction in TAT (Turn-Around Time) for customer queries, grievances, and documentation processes.

·      Build and maintain strong relationships with customers post-booking, ensuring they are engaged, informed, and delighted at every milestone - from construction updates to possession.

·      Collaborate with Projects teams to keep customers proactively informed on construction progress and timelines.

·      Institutionalize customer experience benchmarks and KPIs across all CRM teams; conduct regular reviews Represent the Voice of the Customer at the Board level - presenting insights, trends, and strategic recommendations.

B. Collections Management:

·      Provide strategic oversight on monthly collection targets across all cities, ensuring the CRM team supports collection in a customer-centric manner.

·      Design collection communication frameworks that maintain trust and relationship quality while meeting business objectives.

·      Track collection performance metrics and work collaboratively City CRM heads to resolve outstanding payment matters.

C. People Leadership & Team Development:

·      Build, lead, and inspire a large, high-performing CRM and Customer Experience team across multiple cities.

·      Define team structure, roles, and career pathways; drive a culture of ownership, accountability, and continuous improvement.

·      Maintain low attrition through purposeful culture-building and team motivation efforts.

·      Identify high-potential individuals and create structured growth paths to develop the next generation of CX leaders within Urbanrise.

D. Stakeholder & Cross-Functional Leadership:

·      Build and sustain strong cross-functional relationships with Sales, Projects, Legal, Finance, and other to deliver a seamless customer experience.

·      Lead CX governance - establish regular review mechanisms, dashboards, and reporting structures for Board visibility.

·      Partner with the technology team to implement and optimize CRM platforms and customer-facing digital tools.

QUALIFICATIONS & EXPERIENCE:

·      Minimum 20 years of overall professional experience, with at least 10-12 years in senior leadership roles within the Real Estate sector.

·      Demonstrated track record of transforming customer experience functions and achieving measurable improvement in NPS or similar satisfaction metrics.

·      Strong expertise in CRM platforms, customer data analytics, and technology-led CX transformation.

·      Experience managing large, geographically distributed teams across multiple cities.

·      Prior exposure to the full real estate customer lifecycle - from pre-sales through possession and beyond.

·      Excellent communication, executive presence, and stakeholder management skills; comfortable operating at Board level.

·      Detail-oriented with strong analytical acumen - able to interpret data and translate insights into strategic actions.

·      MBA or equivalent Post-Graduate qualification preferred.

LEADERSHIP COMPETENCIES:

·      Transformational Leadership - ability to inspire, align, and mobilize large teams around a shared CX vision.

·      Strategic Thinking - sees the big picture while driving precision in execution.

·      Customer Empathy - deeply understands customer expectations and advocates relentlessly for their experience.

·      Influence Without Authority - drives CX outcomes through cross-functional collaboration and relationship capital.

·      Resilience & Adaptability - thrives in a fast-paced, high-growth real estate environment.

·      Data-Driven Decision Making - leverages metrics and insights to continuously raise the bar on experience quality.