ROLES AND RESPONSIBILITIES - 

Customer Servicing -

Design: Manage design process to ensure customers get a timely, consistent and high-quality experience. A talented team of design partners and design managers will work with you to make this happen

Production: Coordinate with the central production team to ensure on-time dispatch and delivery of products, in adherence to HomeLane's quality standards

Installation: Manage simultaneous installations across the city/region by working the HomeLane Project Managers and HomeLane Square Installation Teams.

Vendor Management: Manage deliverables of external vendors (e.g., wall painting, wallpaper, loose furniture, false ceiling etc) that are customer commitments from HomeLane

Customer Expectation Setting & Communication : Let good news take the steps, and bad news the escalator. While your main objective will always be to pre-empt issues and ensure - actuals are in line with planned, slip-ups might happen.

You will take responsibility for communicating the bad news first and proactively, to the customer.

- Setting the right communication framework amongst all stakeholders and the customer (what must be communicated when, and by whom

Lead & Develop Team : Coach Design Managers, Design Relationship Managers, Project Managers, Quality Control Executives, Installation Partners and other vendors so that the unit delivers strongly each time, every time

Adherence to process :

Ensure that each project is executed as per the process set by the organization Key Performance Indicators (not exhaustive) : Customer Net Promoter Score

- Zero Customer Service Escalations

- Project Turnaround Time (including intermediate TATs)

- Revenue & No. of Orders Throughput - Design & Installation Costs

- Partner NPS (from Design Partners, Installation Partners)

- Employee Satisfaction

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