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Job Description - Manager - Customer Centricity—————————————————————————————————————Manager - Customer CentricityGodrej Properties Limited (GPL)Bangalore Hoskote, India—————————————————————————————————————Job Title: Manager – Customer CentricityJob Type: Permanent, Full-timeFunction: Customer CentricityBusiness: Godrej Properties LimitedLocation: Bangalore Hoskote, IndiaAbout 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.comKey ResponsibilitiesYour Roles & ResponsibilitiesThe 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) FinancialDevise & distribute the collections targets basis the AOP projectionsStrategize the collection projections for the month OperationalMonitor 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 issuesCoordinate With Other Functions To Resolve Customer IssuesCoordinate 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 PeopleDefines and sets work objectives for team membersBalances 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 & ImprovementIdentifies 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?QualificationGraduate with 12-15 years of relevant customer management experienceExperienceMore 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 SkillsFunctional 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 customersBehavioral Skills Team management Influencing Skills Negotiation Skills Stakeholder management Crisis Management & Conflict ResolutionReporting Structure The role reports to Project Director and has matrix reporting to Head of Cluster for Customer Centricity in the zonal officeWhat’s in it for you?Be an equal parentMaternity 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 travelGodrej | Industries - Let's make GoodnessGodrej Industries comprises 5 major companies with significant interests in consumer goods, real estate, agriculture, chemicals and financial services.