Customer Experience Manager - Team Lead

Purpose of the Role

Customer Experience Manager (CEM)

Key Responsibilities:

Customer Engagement

• Manage lifecycle relationships with ~250 customers across allocated segments/projects.
• Deliver proactive engagement at key milestones and “moments of truth” to build trust and loyalty.
• Drive customer delight through responsiveness, personalisation, and high-touch service.

Revenue Ownership

• Own a

  collections book of 120 Cr per year

  — driving timely and consistent follow-ups.
• Enable

  30 Cr+ in new business

  annually through referrals, upgrades, and cross-sell conversations.
• Improve engagement and mindshare to unlock loyalty and renewal potential.

Service Excellence

• Ensure query resolution within defined TATs; maintain a low complaint escalation rate.
• Standardize and elevate customer interactions across all touchpoints — calls, visits, emails, messages.
• Collaborate with internal teams to resolve issues, track complaints, and escalate systemic blockers.

Process, Systems & Reporting

• Keep all CRM systems and trackers updated with accurate, real-time data.
• Maintain documentation hygiene across customer files, transaction records, and communication logs.
• Track customer satisfaction and share actionable insights for process enhancement.

Culture & Contribution

• Represent HoABL’s values through respectful, professional, and customer-first behavior.
• Be flexible, adaptive, and solution-driven — especially in high-stakes or emotionally charged scenarios.
• Bring market intelligence and service innovation ideas from outside-in.