Cluster Head-Customer Centricity

Job description

Role Overview 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 1. 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 extensive 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 organizations as broader CX vision, policies, and goals. 2. 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. 3. 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. 4. 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. Qualifications & Experience • Graduate/Postgraduate in Business Administration, Marketing, or a related discipline. • 12-18 years of progressive experience in Customer Experience, Collections Experience, Customer Relationship Management, or allied functions, preferably within the Real Estate or Service industry. • Proven track record of managing regional-level customer operations and strategic driving initiatives