DGM - Regional Customer Experience Centricity Lead

Key Responsibilities

1. Customer Onboarding & Relationship Management

• Lead the regional customer onboarding process to ensure smooth transitions, creating delightful first impressions for customers.
• Cultivate long-term relationships with both internal and external stakeholders, ensuring customer comfort and satisfaction at every touchpoint.
• Proactively engage with customers at each stage of the lifecycle to foster loyalty and satisfaction.

2. Customer Advocacy & Crisis Management

• Manage and resolve escalated customer queries and complaints effectively, using your crisis management skills to turn challenging situations into positive outcomes.
• Serve as a strong advocate for customers within the organization, ensuring their needs and concerns are addressed swiftly.
• Develop and maintain a robust escalation process for handling complex or high-priority issues.

3. Process Optimization & Cross-Functional Collaboration

• Drive continuous improvement in customer service processes, collaborating with cross-functional teams to align internal operations with customer-centric goals.
• Ensure timely and accurate completion of all customer-related documentation and transactions, such as payment receipts and property-related queries.
• Work closely with teams such as

  Facility Management

  ,

  Sales

  ,

  Legal

  , and

  Finance

  to resolve issues and optimize service delivery.

4. Data Management & System Integration

• Oversee the maintenance of accurate customer data in CRM and ERP systems (e.g., Salesforce, SAP), ensuring real-time updates and seamless interactions.
• Leverage data insights and feedback to drive process improvements and identify areas for customer experience enhancement.

5. Strategic Leadership & Innovation

• Develop and implement region-specific strategies that consistently exceed customer expectations and foster loyalty.
• Lead the customer-centric culture transformation in the organization, ensuring a customer-first approach across all teams and departments.
• Continuously analyze and leverage customer feedback, market trends, and best practices to innovate customer service offerings and strategies.

Key Deliverables / KRAs

• Improved customer satisfaction and retention metrics across the region.
• Swift and effective resolution of customer complaints and escalations.
• Seamless cross-departmental collaboration leading to a more cohesive customer service approach.
• Accurate and timely documentation, financial resolution, and data management supporting customer engagement.
• Implementation of innovative customer service strategies that promote loyalty and advocacy.

Preferred candidate profile

• 10+ years in a senior customer-facing role, ideally within Real Estate, Hospitality, or other customer-intensive industries.
• Proven track record in handling customer experience strategy, issue resolution, and team leadership at a regional level.