Female l Customer Experience Manager For Real Estate - Delhi

Dear Candidate,

Urgent opening with leading Real Estate company.

Interested candidate can revert back with updated resume on qcnaukri1@gmail.com

Any query can call Shrutika - 022-40697708 / 8369367973

Purpose of the Role As a Customer Experience Manager (CEM), you are the face of Company to our customers a strategic partner who balances empathy with execution, and service with sales. You'll own the relationship across a portfolio of ~250 high-value customers, contributing to 120 Cr in collections and 30 Cr in new business generation annually.

CTC : Upto 12 LPA

Location : Delhi - CyberCity

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

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Culture & Contribution

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