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*