Manager CRM (Goa)

Key Result Areas & Outcomes expected from the Role Service Analytics & Customer Insight: Solid grounding in customer lifecycle analytics, CX dashboards, NPS/CSAT metrics, servicetrends, operational performance indicators, and root-cause analysis. Service Agility & Calculated Risk-Taking: Ability to take calculated risks, challenge status quo, innovate, and identify unmet customer needs and emerging behavior patterns. Collaborative Service Negotiation: Ability to collaborate with internal stakeholders to drive CX initiatives, influence through data, secure buy-in, and align multiple departments to customer-first outcomes. Entrepreneurial Customer-Centric Mindset: Ability to foresee customer expectations, market shifts, and loyalty drivers; create strategic CX solutions that enhance long-term brand value. Strategic Service Leadership: Develop clear CX vision, roadmap, and frameworks to deliver a distinctive Vianaar homeowner experience. Identify steps required to achieve customer satisfaction and loyalty goals. Digital Service & Technology Orientation: Identify and shape CRM architecture, customer data platforms, digital tools, and automation to enhance service quality, personalization, and revenueimpact. Cross-Functional Service Collaboration: Build productive relationships across departments, ensuring trust, transparency, and shared ownership of customer outcomes. Strengthen homeowner advocacy and brand affinity. Service Governance & Risk Mitigation: Identify operational risks in the customer lifecycle, develop controlsystems, minimize escalations, ensure TAT adherenceand build solid service recovery principles. Data-Led Service Innovation: Create resourceful CX solutions using customer analytics, segmentation, behavioral insights, and predictive modelling to design recent experience and retention opportunities. Financial & Commercial Service Understanding: Ability to interpret CX ROI, retention impact, project performance, budgets, cost efficiency, and the link between satisfaction and repeat/referral revenue. Customer Loyalty, CRM & Retention: Develop robust CRM frameworks, segmentation logic, engagement journeys, and loyalty programs tailored for Vianaar homeowners. Service Recovery& Grievance Excellence: Own the grievancemechanism, enhance TAT effciency, improve conversion of detractors to promoters, and ensure accurate data capture for future engagement. Customer Experience Strategy & Execution: Develop and implement end-to-end CX strategy aligned to Vianaar’s brand philosophy across all lifecycle stages as pre-sales, onboarding, possession, post-handover, and community engagement. Educational Qualification Essential: 12–15 years of experience in managing customer experience operations in hospitality, luxury retail, premium real estate, or holiday homes. Strong understanding of customerlifecycle management, CRM systems, CX strategy, and service operations. Demonstrated expertise in handling multi-location operations, CX process design and team leadership. Added advantage for candidates with past experience in handling HNIs, NRIs, Guest Relations profiles Desired: Prior experience in hospitality groups,boutique resorts, luxurybrands, premium retail,or travel & tourism. Apply on Kit Job: kitjob.in/job/4n9pjy