Overview
Head of Customer Experience Jobs in Mumbai, Maharashtra, India at Ajmera Realty & Infra India Ltd.
Title: Head of Customer Experience
Company: Ajmera Realty & Infra India Ltd.
Location: Mumbai, Maharashtra, India
Job Description – Head – Customer Experience
Location: Andheri West, Mumbai
Experience: 15+ Years
Industry Preference: Real Estate preferred
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Role Purpose
The Head – Customer Experience will be responsible for driving the overall customer experience strategy across the customer lifecycle, with a strong focus on Net Promoter Score (NPS), Voice of Customer (VOC), customer journey enhancement, service excellence, and service recovery. The role will lead the design and implementation of customer feedback mechanisms, monitor customer sentiment across touchpoints, drive closure of escalations, and partner with cross-functional teams to improve customer satisfaction, loyalty, and brand advocacy.
The incumbent will play a strategic role in building a customer-first culture across the organization by leveraging insights, strengthening governance, improving processes, and ensuring a seamless experience from booking to possession and post-possession.
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Key Responsibilities
1. Customer Experience Strategy
– Lead the overall customer experience agenda for the organization across the real estate customer lifecycle.
– Define and drive the customer experience roadmap aligned with business objectives and brand promise.
– Build and strengthen a customer-centric culture by embedding customer experience principles across functions and projects.
– Establish service standards, customer engagement practices, and experience benchmarks across all customer touchpoints.
– Identify opportunities to enhance customer delight, loyalty, retention, and advocacy.
2. NPS & Voice of Customer (VOC) Management
– Own and drive the NPS framework across key customer touchpoints such as booking, agreement, collections, construction updates, possession, handover, and post-possession.
– Design and institutionalize customer listening mechanisms including NPS surveys, feedback programs, VOC interventions, and satisfaction studies.
– Monitor customer sentiment, identify promoters, passives, and detractors, and ensure structured action planning and closure.
– Analyze customer feedback trends, service gaps, recurring pain points, and root causes to derive actionable business insights.
– Build project-wise and function-wise customer feedback reporting and ensure regular review with leadership.
3. Customer Journey Mapping & Experience Improvement
– Map the end-to-end customer journey and identify gaps across communication, documentation, collections, project updates, possession, and post-sales interactions.
– Design and drive customer journey improvement initiatives to ensure a seamless and differentiated customer experience.
– Improve consistency, responsiveness, transparency, and ease of interaction across all customer-facing processes.
– Partner with internal teams to simplify and strengthen customer touchpoints and service delivery standards.
– Lead initiatives to improve customer communication quality, turnaround times, and service responsiveness.
4. Detractor Management & Service Recovery
– Ensure timely closure of detractor cases, customer escalations, and service-related concerns emerging through NPS and other feedback channels.
– Lead structured service recovery for dissatisfied customers and track effectiveness of resolution actions.
– Review critical complaints and escalations and ensure closure through collaboration with CRM, Sales, Projects, Legal, Accounts, Collections, and Site teams.
– Drive root-cause analysis of customer complaints and implement preventive and corrective actions to reduce recurrence.
– Ensure closure communication is timely, professional, and aligned with customer expectations.
5. Governance, Reporting & Analytics
– Establish governance mechanisms for regular review of NPS, VOC, customer complaints, service gaps, and improvement initiatives.
– Publish monthly / quarterly dashboards covering NPS scores, detractor trends, VOC insights, complaint categories, closure timelines, and service improvement actions.
– Present customer experience insights, risk areas, and recommendations to senior leadership and management forums.
– Use customer data and feedback analytics to influence process changes, policy improvements, and service interventions.
– Monitor key service metrics and ensure performance against defined customer experience KPIs.
6. Cross-Functional Stakeholder Management
– Work closely with Sales, CRM, Projects, Legal, Accounts, Collections, Marketing, Facility Management, and Site teams to improve customer experience across the lifecycle.
– Act as a central point of leadership for customer experience transformation initiatives across departments.
– Influence internal stakeholders to adopt customer-first practices and improve service delivery standards.
– Ensure customer concerns are addressed proactively and escalations are resolved with accountability and ownership.
– Support leadership in driving customer-centric decision-making across business functions.
7. Process Excellence & Continuous Improvement
– Identify recurring pain points and service bottlenecks and drive process improvements to enhance customer satisfaction.
– Review customer-facing SOPs, communication practices, escalation matrices, and service protocols to ensure effectiveness and consistency.
– Drive standardization of customer experience practices across projects and teams.
– Recommend automation, digital interventions, and process enhancements to improve customer engagement and experience monitoring.
– Build a robust feedback-to-action framework to ensure VOC insights translate into measurable improvements.
8. Team Leadership
– Lead and mentor the Customer Experience / NPS / VOC team and build capability within the function.
– Define team KRAs, monitor performance, and ensure strong execution of feedback, analytics, and service recovery processes.
– Create a culture of ownership, responsiveness, and customer empathy within the team.
– Guide team members on handling escalations, customer interactions, reporting, and stakeholder coordination.
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Key Deliverables / KRAs
– Improvement in overall NPS score and customer satisfaction across projects and touchpoints
– Strong VOC coverage with actionable insights and closure mechanisms
– Effective closure of detractor cases and escalations within defined timelines
– Reduction in repeat complaints and recurring customer pain points
– Implementation of customer journey and process improvement initiatives
– Strengthening of service governance, customer communication, and experience standards
– Enhanced customer retention, loyalty, and brand advocacy
– Development of a customer-first service culture across the organization
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Desired Candidate Profile
– 15+ years of experience in Customer Experience / NPS / VOC / CRM / Customer Satisfaction / Service Excellence
– Prior experience in Real Estate is strongly preferred
– Proven track record of building and driving customer experience strategy, NPS frameworks, and VOC programs at an organizational level
– Strong understanding of customer journey mapping, service recovery, complaint management, and customer lifecycle management
– Experience in handling senior-level customer escalations and driving cross-functional service improvements
– Strong analytical orientation with the ability to convert feedback into business insights and process interventions
– Excellent stakeholder management, communication, presentation, and leadership skills
– Strong customer-first mindset with the ability to influence teams and drive organizational change
– Proficiency in Excel, PowerPoint, CRM systems, dashboards, and reporting tools
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Educational Qualification
– Graduate in any discipline
– MBA / Postgraduate preferred
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Key Competencies
– Customer Centricity
– Strategic Thinking
– Service Excellence Orientation
– Stakeholder Management
– Problem Solving & Decision Making
– Analytical Thinking
– Process Improvement
– Team Leadership
– Communication & Influencing Skills
– Escalation & Service Recovery Management
