Customer Delight Executive

Job Title: Customer Delight- Executive

Role Summary

The Customer Success and Advocacy Manager is the key driver of post-sale customer satisfaction and loyalty. This highly visible role is dedicated to maximizing "Customer Delight" by establishing and maintaining strong, in-person relationships with clients after they have purchased or moved into their property. The primary goal is to leverage positive experiences into high-quality referrals and actionable business insights.

Key Responsibilities

I. Post-Closing Client Engagement & Relationship Building (50%)

• In-Person Check-Ins: Systematically schedule and conduct personalized home visits with recently closed clients (e.g., 3-month, 6-month, 1-year milestones) to ensure a seamless transition and gather qualitative feedback on their experience.
• Customer Journey Mapping: Act as the voice of the customer, documenting the client's journey and identifying points of friction or opportunities for exceptional service.
• Issue Resolution: Serve as the final escalation point for non-structural or minor service issues post-handover, coordinating swiftly with relevant internal teams (e.g., CRM, facilities) to resolve problems and restore client satisfaction.
• Celebration & Gifting: Plan and execute personalized client appreciation efforts (e.g., housewarming gifts, anniversary notes) that reinforce the company's commitment to delight.

II. Referral and Advocacy Generation (30%)

• Referral Pipeline Management: Proactively, but tactfully, solicit referrals from satisfied clients during in-person meetings and follow-ups.
• Ambassador Program: Manage and grow a formal Customer Advocacy/Referral Program, tracking client referrals, ensuring timely compensation/rewards, and fostering long-term relationships with key advocates.
• Testimonial Capture: Identify and secure opportunities for client testimonials, case studies, high-quality photos, and video interviews to be used for marketing purposes.

III. Feedback Collection & Process Improvement (20%)

• Structured Feedback: Execute structured surveys and interviews during client visits to collect quantitative and qualitative data on sales process, quality, and service levels.
• Competitive Intelligence: Gather insights regarding competitor strategies and customer preferences based on conversations and market trends.

Required Qualifications

• Education: Bachelor’s degree in Business, Communications, Marketing, or a related field.
• Experience: Minimum of 1-3years of experience in customer-facing roles such as Account Management, Hospitality, Luxury Retail, or Customer Success, preferably within the real estate or high-value service sector.
• Mobility: Must possess a valid driver’s license and reliable transportation, with willingness to travel extensively within the local metro area for daily client visits.
• Interpersonal Skills: Exceptional active listening, empathy, and conversational skills. Must be highly personable and capable of building trust quickly.

Desired Skills & Attributes

• Knowledge of local real estate market dynamics and project life cycles.
• Proven ability to handle difficult situations or feedback with grace and professionalism.
• A naturally positive, enthusiastic, and results-oriented demeanor.

Job Types: Full-time, Permanent, Fresher

Pay: ₹18,000.00 - ₹25,000.00 per month

Work Location: In person