Site CC Lead

Role Overview: As the Manager - Customer Centricity at Godrej Properties Limited (GPL) in Chennai, 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 completion of sale-related documentation, collections, and resolution of customer issues. 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 - Coordinate with internal key functional teams to streamline collections within timelines - Maintain a high Net Promoter Score from customers - Engage with customers on-site - Define work objectives for team members, balance work allocation, and conduct performance reviews - Carry out team building and engagement activities - Identify and recommend process improvements to streamline efficiency, costs, and productivity - Comply with company guidelines and project timelines Qualification 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 - Candidates from banking or hospitality industries with relevant experience can also be considered - Team management experience is mandatory Additional Company Details: Godrej Properties Limited brings the philosophy of innovation, sustainability, and excellence to the real estate industry, combining over 125 years of legacy with a commitment to cutting-edge design, technology, and sustainability. The company values diversity and inclusivity, providing support for maternity and paternity, adoption, health insurance, mental wellness, and celebrating achievements in a structured manner. If you possess the critical skills in collections management, customer experience management, referral/loyalty management, and handover, along with strong behavioral skills like team management, influencing, negotiation, stakeholder management, crisis management, and conflict resolution, and meet the qualification requirements, we encourage you to apply for this role at Godrej Properties Limited.,