Customer Relationship Management Manager (GOA)

Manager - CRMLocation - GoaKey Result Areas & Outcomes expected from the Role ● Service Analytics & Customer Insight: Strong grounding in customer lifecycle analytics, CX dashboards, NPS/CSAT metrics, service trends, 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 behaviour 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 revenue impact. ● 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 control systems, minimize escalations, ensure TAT adherence and build strong service recovery principles. ● Data-Led Service Innovation: Create resourceful CX solutions using customer analytics, segmentation, behavioural insights, and predictive modelling to design new 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 grievance mechanism, enhance TAT efficiency, 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 customer lifecycle management, CRM systems, CX strategy, and service operations. ● Demonstrated expertise in handling multi-location operations, CX process design and team leadership. Desired: ● Prior experience in hospitality groups, boutique resorts, luxury brands, premium retail, or travel & tourism. ● Six Sigma / Lean experience for process optimization and service excellence.

Apply Now