Senior Manager - Customer Experience - Real Estate

Arsenius Skill Capital is hiring Sr Manager Customer Experience - CRM / Site / Transactions / Handover (Real Estate)

Location: Ghatkopar

CTC: Best in the Industry

Requisite:

- Applicants with 15+ years of leadership experience in Premium Hospitality (5-star hotels, luxury aviation) or Luxury Real Estate CRM.

- Design the customer journey blueprint from initial site visit to post-handover care and establish luxury service benchmarks inspired by world-class hospitality standards.

- Lead and mentor a cross-functional team of site hosts, CRM executives, and handover specialists while analyzing customer feedback and data to remove friction points and improve retention.

Site Office Experience & Hospitality:

- Oversee site office operations to ensure five-star presentation, sensory branding, and service.

- Train front-line sales and hosting teams in premium guest relations and etiquette.

- Turn routine property viewings into memorable, high-touch emotional experiences.

Transaction Lifecycle Management:

- Audit the booking and documentation process to make paperwork effortless for buyers.

- Collaborate with legal and finance teams to simplify payment schedules and agreements.

- Act as the executive escalation point for high-net-worth client queries and disputes.

Construction & Relationship Milestone Care:

- Implement transparent update systems to keep buyers connected to construction progress.

- Design proactive engagement initiatives to maintain trust during the waiting period.

- Build digital and physical touchpoints that celebrate the buyers investment milestones.

Handover & Community Initiation:

- Own the final property quality audit to ensure zero-defect delivery to clients.

- Create a signature handover ceremony that provides an unforgettable key-turning moment.

- Oversee early facility management coordination for a flawless move-in transition.

Core Competencies:

- Hospitality Mindset: Natural empathy, impeccable grooming, and a passion for flawless service.

- Operational Excellence: Ability to build scalable service processes across multiple projects.

- Stakeholder Management: Strong influence skills to align sales, legal, and engineering teams.

- Communication: Exceptional verbal, written, and presentational command.

Interested applicants please share your resume