Lodha Group - Customer Strategy Role

Customer Strategy

What Lodha values are we seeking in this leader?

1. Ownership mindset (always getting better / finding a way forward): positive, problem solving attitude through attention to detail, learning (within and outside), and can do spirit.

2. Hard work

3. Intelligence

4. Clarity on ethics and humility

What relevant experience does the person need to have?

1. Passion for building brand loyalty in target consumers (brand building, product & service excellence, personally engaging with consumers and CPs etc.)

2. Good numerical understanding

3. Good managerial & people skills.

Key focus areas:

Product

1. Understanding competitor product offering & value proposition

2. Understanding market supply-demand, consumer and pricing dynamics

3. Coordinating with multiple functions to ensure that the project is launched on time to meet the AOP objective.

4. Product review to ensure that quality and readiness is in line with / better than consumer expectations. This shall cover unit, buildings, KCAs, landscape and parking.

Sales, Brand & Marketing:

1. Understanding the Lodha brands overall positioning and finetuning it to the markets requirements:

a. Articulating the region/ project plan short (0-12 months) and medium term (13-36 months) in the market)

b. Ensure that product mix in market is in synch with the brand's positioning and goals.

c. Ensure that the brand standards that are defined by the Marketing team are consistently delivered at each touchpoint

d. Ensure that the necessary product trainings are conducted for the functional teams on what the brand stands for and how one can align our designs, initiatives and service towards the same.

1. Own the GTM process and coordinate with Customer facing teams including Marketing, CE, HPM, Design, CM and Liaison to ensure that launches happen in a timely manner and are successful.

2. Works closely with Sales teams in the region to ensure the launch and sustenance plans are executed as per defined in the AOP

3. Responsible for consumer lifecycle from booking to possession - ensure regular communications are being made and customer events atleast once a year to generate good WOM (not necessarily to drive Sales).

4. Executing all marketing deliverables in the market:

a. Align the project goals with those of Brand Lodha and our corporate Values, to ensure consistent messaging by working closely with the Marketing team

b. Work with Marketing to plan & execute major events for the residents.

5. Understanding customer satisfaction through CE and HPM feedback, direct customer interaction as well as quantitative measures and ensuring that the region customer satisfaction goals are met

Service:

1. Ensuring that we have the right people in these roles and continuously helping them improve with training and cultural clarity.

Financial:

1. Working with Sales to deliver on AOP goals wrt Pre-Sales and Embedded EBITDA thereto (volume v. price trade- off).

2. Working with RCFO to identify and deliver on cost optimization opportunities in customer facing areas.

3. Managing through Sales Strategy on Competition benchmarking, Pricing implementation and Inventory Management