The Senior VP/ Director - Customer Experience is a transformational leadership role at Urbanrise, tasked with reimagining and elevating the end-to-end customer journey. Reporting directly to the Board of Directors, this position is entrusted with building a culture of customer-centricity that drives loyalty, advocacy, and business growth.

STRATEGIC MANDATE:

- Architect and lead the Customer Experience vision, strategy, and roadmap for Urbanrise across all cities.

- Champion a customer-first culture across the organisation, influencing cross-functional teams to inculcate to the culture.

- Own and drive the Net Promoter Score (NPS) improvement programme - setting targets, tracking metrics, and institutionalising feedback loops.

- Establish a Voice of Customer (VoC) framework to capture, analyse, and act on customer insights at every touchpoint in the journey.

- Lead digital transformation of customer experience - leveraging CRM technology, automation, and data analytics to personalise and scale service delivery.

- Design and govern the end-to-end post-sales customer journey, from booking through possession.

KEY RESPONSIBILITIES:

A. Customer Experience:

- Develop and implement comprehensive CX strategies that deliver consistent, high-quality experiences across all customer segments and project locations.

- Create and monitor Customer Journey Maps, identifying pain points and engineering proactive solutions to eliminate friction.

- Lead the design of service standards, escalation frameworks, and resolution protocols to ensure timely and empathetic resolution of customer concerns.

- Drive reduction in TAT (Turn-Around Time) for customer queries, grievances, and documentation processes.

- Build and maintain strong relationships with customers post-booking, ensuring they are engaged, informed, and delighted at every milestone - from construction updates to possession.

- Collaborate with Projects teams to keep customers proactively informed on construction progress and timelines.

- Institutionalise customer experience benchmarks and KPIs across all CRM teams; conduct regular reviews and course corrections.

- Represent the Voice of the Customer at the Board level - presenting insights, trends, and strategic recommendations.

B. Collections Management:

- Provide strategic oversight on monthly collection targets across all cities, ensuring the CRM team supports collection in a customer-centric manner.

- Design collection communication frameworks that maintain trust and relationship quality while meeting business objectives.

- Track collection performance metrics and work collaboratively City CRM heads to resolve outstanding payment matters.

C. People Leadership & Team Development:

- Build, lead, and inspire a large, high-performing CRM and Customer Experience team across multiple cities.

- Define team structure, roles, and career pathways; drive a culture of ownership, accountability, and continuous improvement.

- Maintain low attrition through purposeful culture-building and team motivation efforts.

- Identify high-potential individuals and create structured growth paths to develop the next generation of CX leaders within Urbanrise.

D. Stakeholder & Cross-Functional Leadership:

- Build and sustain strong cross-functional relationships with Sales, Projects, Legal, Finance, and other to deliver a seamless customer experience.

- Lead CX governance - establish regular review mechanisms, dashboards, and reporting structures for Board visibility.

- Partner with the technology team to implement and optimise CRM platforms and customer-facing digital tools.

QUALIFICATIONS & EXPERIENCE:

- Minimum 20 years of overall professional experience, with at least 10-12 years in senior leadership roles within the Real Estate sector.

- Demonstrated track record of transforming customer experience functions and achieving measurable improvement in NPS or similar satisfaction metrics.

- Strong expertise in CRM platforms, customer data analytics, and technology-led CX transformation.

- Experience managing large, geographically distributed teams across multiple cities.

- Prior exposure to the full real estate customer lifecycle - from pre-sales through possession and beyond.

- Excellent communication, executive presence, and stakeholder management skills; comfortable operating at Board level.

- Detail-oriented with strong analytical acumen - able to interpret data and translate insights into strategic actions.

- MBA or equivalent Post-Graduate qualification preferred.

LEADERSHIP COMPETENCIES:

- Transformational Leadership - ability to inspire, align, and mobilise large teams around a shared CX vision.

- Strategic Thinking - sees the big picture while driving precision in execution.

- Customer Empathy - deeply understands customer expectations and advocates relentlessly for their experience.

- Influence Without Authority - drives CX outcomes through cross-functional collaboration and relationship capital.

- Resilience & Adaptability - thrives in a fast-paced, high-growth real estate environment.

- Data-Driven Decision Making - leverages metrics and insights to continuously raise the bar on experience quality.