Customer Experience Manager

Position Overview:The Customer Experience Manager will be responsible for delivering an exceptional customer journey across all touchpoints — from walk-ins and inquiries to post-sale and handover stages. Combining strong hospitality service orientation with deep real estate process understanding, this role ensures that every client interaction reflects professionalism, empathy, and efficiency.The role also focuses on resolving customer issues, maximizing satisfaction, and driving cross-sell and up-sell opportunities to enhance revenue and loyalty.Key Roles & Responsibilities:1. Walk-in & Onsite Customer ManagementWelcome and engage walk-in customers or prospects, providing personalized attention and detailed project information.Coordinate site visits, explain property features, and guide customers through the buying or leasing process.Maintain a high level of hospitality and professionalism to ensure a premium brand experience.2. Customer Query Handling & Relationship ManagementAct as the primary contact for all customer interactions from inquiry to handover and after-sales.Address customer queries related to pricing, documentation, payment schedules, project timelines, and possession procedures.Build long-term relationships with customers, ensuring transparency, trust, and satisfaction at every stage.3. Issue Resolution & Service RecoveryManage customer complaints and grievances efficiently by coordinating with internal teams (Sales, CRM, Projects, Legal, Finance, Facilities).Track and ensure timely closure of all issues, maintaining high customer satisfaction and low complaint turnaround time.Identify recurring challenges and recommend process or service improvements.4. Cross-Selling & Up-SellingIdentify and convert opportunities to cross-sell or up-sell additional products and services such as parking spaces, interior solutions, amenities, or property upgrades.Collaborate with the Sales and Marketing teams to support promotional and engagement campaigns.Achieve defined revenue enhancement and conversion targets through effective relationship management.5. Real Estate Process Knowledge & CoordinationPossess a sound understanding of the real estate transaction process, documentation, registration, and other compliances.Coordinate with internal departments to ensure smooth communication and operational alignment for each customer.Support in managing handover schedules, possession formalities, and post-possession services.6. Customer Experience EnhancementImplement hospitality-driven service standards across all customer touchpoints.Conduct customer satisfaction surveys, feedback sessions, and engagement activities to build loyalty.Track customer experience metrics (NPS, CSAT) and report insights for management review.Qualifications & Experience:Bachelor’s degree in Hospitality Management, Business Administration, Real Estate, or related field (MBA preferred).Minimum 5+ years of experience in Customer Experience, Guest Relations, or Client Servicing within Hospitality and Real Estate sectors.Strong understanding of real estate processes, customer lifecycle, and documentation workflows.Proven ability to handle walk-in customers, resolve issues, and drive cross-sell/up-sell initiatives.Excellent interpersonal, communication, and negotiation skills.Proficiency in CRM tools and Microsoft Office Suite.