Vice President - Customer Experience - BFS

Job Profile -

In this role you will be responsible to drive our Customer Experience function for our residential and commercial developments. Focus areas include managing the customer journey through excellence in service design and delivery, driving collections and business process re-engineering.

Key Responsibilities -

- Customer Journey: Own the journey from the time customers make a decision to buy/lease a property to the time that company hands over unit to them. For residential, this journey is typically 3-4 years prior to possession and 2-5 years after possession. This role therefore requires a true leadership resource who will drive initiatives for customer service programmes, emphasize the need to enhance relationship-based approach and further strengthen our Customer Experience function at the scale envisaged.

- Collections Management: Guide thee teams on achieving collection targets of 15,000+ Cr. annually and forecast as per the revenue strategy. Strengthen processes, enablement tools and customer communication to delivery cash flows across segments. Drive systemic solutions through technology and processes. Key metrics include loyalty and referral sales as well as Non-RE revenue (e.g. Mortgage origination commission, distribution of 3rd products and services, margin from Hospitality & Property Management services etc.).

- Brand Strategy: Own the Pan-India customer life cycle operations and define service strategy and standards. While serving a demographic that expects nothing but the best, company strives to raise the bar as a luxury brand admired for our products and how we treat our customers. This means significant focus on creating exceptional, consistent customer experience and intensive training for associates on quality, personalized approach, exclusivity and attention to detail. Key metrics would be customer satisfaction indicators and Net Promoter Score (NPS).

- Leadership and Governance: Enable the process of culture re-enforcement and actively establish a professional and ethical work environment in alignment to the company's values. Act as a key representative in business forums, reinforcing our brand as the customer-focused, leading RE developer that contributes actively towards nation building. Ensure business operations are in alignment with defined budgets and focus on cost-effective management of resources.