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Role Overview: As the Manager - Customer Centricity at Godrej Properties Limited (GPL), your primary responsibility will be to manage the end-to-end customer relationship journey and Net Promoter Score (NPS). This includes overseeing all aspects of after-sales relationships post the booking stage, ensuring timely sale-related documentation, collections, and resolving customer issues effectively. You will play a crucial role in strategizing collection projections, monitoring daily activities of team members, and coordinating with various internal functions to streamline collections and maintain a high Net Promoter Score. Key Responsibilities: - Devise and distribute collections targets based on AOP projections - Strategize collection projections for the month - Monitor and supervise daily activities of team members to ensure adherence to SOPs and timelines - Meet collection targets and address daily grievances and escalations from customers - Provide timely and satisfactory solutions to customer queries - Support the team in handling difficult or new issues - Coordinate with internal key functional teams to resolve customer issues - Engage with customers on-site to maintain a high Net Promoter Score - Define work objectives for team members, balance work allocation, and conduct performance reviews - Carry out team building and engagement activities - Identify and recommend process improvement ideas to enhance efficiency, costs, and productivity - Ensure compliance with company guidelines and project timelines Qualifications Required: - Graduate with 12-15 years of relevant customer management experience - More than 8 years of experience in customer experience management, preferably in real estate - Experience in team management is mandatory - Critical functional skills include collections management, customer experience management, referral/loyalty management, and handover - Critical behavioral skills include team management, influencing, negotiation, stakeholder management, crisis management, and conflict resolution Company Additional Details: Godrej Industries Limited And Associate Companies (GILAC) is a holding company of the Godrej Group with significant interests in consumer goods, real estate, agriculture, chemicals, and financial services across 18 countries. Godrej Properties Limited (GPL) brings innovation, sustainability, and excellence to the real estate industry, combining a legacy of over 125 years with cutting-edge design, technology, and sustainability commitments.,