Job Description

Job Title: Customer Delight- Executive

Role Summary

The Customer Success and Advocacy Manager is the key driver of post-sale customer satisfaction and loyalty. This highly visible role is dedicated to maximizing "Customer Delight" by establishing and maintaining strong, in-person relationships with clients after they have purchased or moved into their property. The primary goal is to leverage positive experiences into high-quality referrals and actionable business insights.

Key Responsibilities

I. Post-Closing Client Engagement & Relationship Building (50%)

In-Person Check-Ins:

Systematically schedule and conduct personalized home visits with recently closed clients (e.g., 3-month, 6-month, 1-year milestones) to ensure a seamless transition and gather qualitative feedback on their experience.

Customer Journey Mapping:

Act as the voice of the customer, documenting the client's journey and identifying points of friction or opportunities for exceptional service.

Issue Resolution:

Serve as the final escalation point for non-structural or minor service issues post-handover, coordinating swiftly with relevant internal teams (e.g., CRM, facilities) to resolve problems and restore client satisfaction.

Celebration & Gifting:

Plan and execute personalized client appreciation efforts (e.g., housewarming gifts, anniversary notes) that reinforce the company's commitment to delight.

II. Referral and Advocacy Generation (30%)

Referral Pipeline Management:

Proactively, but tactfully, solicit referrals from satisfied clients during in-person meetings and follow-ups.

Ambassador Program:

Manage and grow a formal Customer Advocacy/Referral Program, tracking client referrals, ensuring timely compensation/rewards, and fostering long-term relationships with key advocates.

Testimonial Capture:

Identify and secure opportunities for client testimonials, case studies, high-quality photos, and video interviews to be used for marketing purposes.

III. Feedback Collection & Process Improvement (20%)

Structured Feedback:

Execute structured surveys and interviews during client visits to collect quantitative and qualitative data on sales process, quality, and service levels.

Competitive Intelligence:

Gather insights regarding competitor strategies and customer preferences based on conversations and market trends.

Required Qualifications

Education:

Bachelor's degree in Business, Communications, Marketing, or a related field.

Experience:

Minimum of

1-3years

of experience in customer-facing roles such as Account Management, Hospitality, Luxury Retail, or Customer Success, preferably within the real estate or high-value service sector.

Mobility:

Must possess a valid driver's license and reliable transportation, with willingness to travel extensively within the local metro area for daily client visits.

Interpersonal Skills:

Exceptional active listening, empathy, and conversational skills. Must be highly personable and capable of building trust quickly.

Desired Skills & Attributes

Knowledge of local real estate market dynamics and project life cycles. Proven ability to handle difficult situations or feedback with grace and professionalism. A naturally positive, enthusiastic, and results-oriented demeanor.
Job Types: Full-time, Permanent, Fresher

Pay: ?18,000.00 - ?25,000.00 per month

Work Location: In person