Site CC Lead

Role Overview: As the Manager - Customer Centricity at Godrej Properties Limited in Chennai, your main 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 relationship post the booking stage, ensuring timely 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 handle daily grievances and escalations from customers - Ensure timely, accurate, and satisfactory solutions are provided to customer queries - Support team on difficult or new issues - Coordinate with internal teams to streamline collections and resolve customer issues - Maintain a high Net Promoter Score - Engage with customers on-site - Define work objectives for team members, balance work allocation, conduct performance reviews, and carry out team building activities - Identify process/procedure improvements, recommend ideas for efficiency/costs/productivity, undertake improvement activities, and adhere to company guidelines and 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 skills, negotiation skills, stakeholder management, crisis management, and conflict resolution Additional Company Details: Godrej Properties Limited brings the Godrej Group's legacy of innovation, sustainability, and excellence to the real estate industry. They are committed to cutting-edge design, technology, and sustainability in all their developments. If this role aligns with your experience and aspirations, we encourage you to apply now. We are excited to meet you.,