Job Description

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JOB DESCRIPTION - MANAGER - CUSTOMER CENTRICITY
Manager - Customer Centricity
Godrej Properties Limited (GPL)
Chennai
Job Title: Manager - Customer Centricity
Job Type: Permanent, Full-time
Function: Customer Centricity
Business: Godrej Properties Limited
Location: Chennai
About 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.
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.
Key responsibilities:
Your Roles & Responsibilities
The 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)

• Financial

Devise & distribute the collections targets basis the AOP projections
Strategize the collection projections for the month

• Operational

Monitor and supervise the daily activities of each team member to ensure adherence to internally defined SOPs and timelines
Responsible for meeting the collection targets
Monitor the daily grievances and escalations received from customers
Ensure timely, accurate and satisfactory solutions are provided by team members to each of these queries
Support team on difficult or new issues requiring expertise
Mitigate escalated customer issues
Coordinate with other functions to resolve customer issues
Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines
Maintain a high Net Promoter Score from customers
Site based customer engagement

• People

Defines and sets work objectives for team members
Balances work allocation in team
Reviews tasks completed by team members and conduct regular performance reviews
Completes performance appraisals of team
Carries out team building & engagement activities

• Process Adherence & Improvement

Identifies processes/procedures in own work area that need improvement
Recommends process improvement ideas to streamline efficiency/costs/productivity
Undertakes process improvement activities in own work area
Complies with company defined guidelines and processes
Adheres to project timelines
Who are we looking for?
Qualification
Graduate with 12-15 years of relevant customer management experience
Experience:
More 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 Skills:
Functional 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 customers

Behavioral Skills

• Team management
• Influencing Skills
• Negotiation Skills
• Stakeholder management
• Crisis Management & Conflict Resolution

Reporting Structure

• The role reports to Project Director and has matrix reporting to Head of Cluster for Customer Centricity in the zonal office

What's in it for you?
Be an equal parent
Maternity support, including paid leave ahead of statutory guidelines, and flexible work options on return
Paternity support, including paid leave
New mothers can bring a caregiver and children under a year old, on work travel
Adoption support; gender neutral and based on the primary caregiver, with paid leave options
No place for discrimination at Godrej
Gender-neutral anti-harassment policy
Same sex partner benefits at par with married spouses
Gender transition support
We are selfish about your wellness
Comprehensive health insurance plans, as well as accident coverage for you and your family, with top-up options
Trust based sick leave
Mental wellness and self-care programmes, resources and counselling
Celebrating wins, the Godrej Way
Structured recognition platforms for individual, team and business-level achievements
Performance-based earning opportunities
An inclusive Godrej
Before you go, there is something important we want to highlight. There is no place for discrimination at Godrej. Diversity is the philosophy of who we are as a company. And has been for over a century. It's not just in our DNA and nice to do. Being more diverse - especially having our team members reflect the diversity of our businesses and communities - helps us innovate better and grow faster. We hope this resonates with you.
We take pride in being an equal opportunities employer. We recognise merit and encourage diversity. We do not tolerate any form of discrimination on the basis of nationality, race, colour, religion, caste, gender identity or expression, sexual orientation, disability, age, or marital status and ensure equal opportunities for all our team members.
If this sounds like a role for you, apply now!
We look forward to meeting you.

Skills Required