—————————————————————————————————————Manager - Customer CentricityGodrej Properties Limited (GPL)Chennai—————————————————————————————————————
Job Title:
Manager – Customer Centricity
Job Type:
Permanent, Full-time
Function:
Customer Centricity
Business:
Godrej Properties Limited
Location
:
Chennai
About Godrej Industries Limited And Associate Companies (GILAC)
GILAC is a holding company of the Godrej Group. We have significant interests in consumer goods, real estate, agriculture, chemicals, and financial services through our subsidiary and associate companies, across 18 countries.https://www.godrejindustries.com/
About Godrej Properties Limited (GPL)
Godrej Properties brings the Godrej Group philosophy of innovation, sustainability, and excellence to the real estate industry. Each Godrej Properties development combines the over 125-year legacy of excellence and trust with a commitment to cutting-edge design, technology, and sustainability.www.godrejproperties.com
Key Responsibilities
Your Roles & Responsibilities
The incumbent will be responsible for end-to-end customer relationship journey & NPS (Managing all aspects of after-sales relationship post the booking stage through ensuring timely sale related documentation, collections, and resolution of customer issues)
Devise & distribute the collections targets basis the AOP projections
Strategize the collection projections for the month
Monitor and supervise the daily activities of each team member to ensure adherence to internally defined SOPs and timelinesResponsible for meeting the collection targetsMonitor the daily grievances and escalations received from customersEnsure timely, accurate and satisfactory solutions are provided by team members to each of these queriesSupport team on difficult or new issues requiring expertiseMitigate escalated customer issues
Coordinate With Other Functions To Resolve Customer Issues
Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelinesMaintain a high Net Promoter Score from customersSite based customer engagement
Defines and sets work objectives for team members
Balances work allocation in teamReviews tasks completed by team members and conduct regular performance reviewsCompletes performance appraisals of teamCarries out team building & engagement activities
- Process Adherence & Improvement
Identifies processes/procedures in own work area that need improvementRecommends process improvement ideas to streamline efficiency/costs/productivityUndertakes process improvement activities in own work areaComplies with company defined guidelines and processesAdheres to project timelinesWho are we looking for?
Qualification
Graduate with 12-15 years of relevant customer management experience
Experience
More than 8 years of experience in customer experience management. Experience in real estate will be preferred. Candidates from banking, hospitality can be considered for this role.Team Management experience mandatory.
Critical Skills
Functional Skills
- Collections Management: Understands collections management in depth and sets and drives efficiency targets for team.
- Customer Experience Management: Has an in-depth understanding of diverse customer profiles and their contexts and needs; uses this understanding to train others on how to serve customers. Proactively tracks customer issues and complaints to recommend improvements in systems and procedures to address those needs
- Referral/Loyalty Management: Guides team members to communicate USP of GPL offerings effectively, build in-depth knowledge of projects and resolve customer queries conclusively to drive referral/loyalty sales
- Handover: Establishes processes where different teams can work collaboratively to ensure a smooth take-over and meet project timelines as well as commitment to customers
Behavioral Skills
- Team management
- Influencing Skills
- Negotiation Skills
- Stakeholder management
- Crisis Management & Conflict Resolution
Reporting Structure
- The role reports to Project Director and has matrix reporting to Head of Cluster for Customer Centricity in the zonal office
What’s in it for you?
Be an equal parent
Maternity support, including paid leave ahead of statutory guidelines, and flexible work options on returnPaternity support, including paid leaveNew mothers can bring a caregiver and children under a year old, on work travelAdoption support; gender neutral and based on the primary caregiver, with paid leave options
No place for discrimination at Godrej
Gender-neutral anti-harassment policySame sex partner benefits at par with married spousesGender transition support
We Are Selfish About Your Wellness
Comprehensive health insurance plans, as well as accident coverage for you and your family, with top-up optionsTrust based sick leaveMental wellness and self-care programmes, resources and counselling
Celebrating wins, the Godrej Way
Structured recognition platforms for individual, team and business-level achievementsPerformance-based earning opportunitieshttps://www.godrejcareers.com/benefits/An inclusive GodrejBefore you go, there is something important we want to highlight. There is no place for discrimination at Godrej. Diversity is the philosophy of who we are as a company. And has been for over a century. It ’ s not just in our DNA and nice to do. Being more diverse - especially having our team members reflect the diversity of our businesses and communities - helps us innovate better and grow faster. We hope this resonates with you.We take pride in being an equal opportunities employer. We recognise merit and encourage diversity. We do not tolerate any form of discrimination on the basis of nationality, race, colour, religion, caste, gender identity or expression, sexual orientation, disability, age, or marital status and ensure equal opportunities for all our team members.If this sounds like a role for you, apply now!We look forward to meeting you.
