Godrej Properties - Cluster Head - Customer Centricity

Role Overview:
The Cluster Head - Customer Centricity will be responsible for leading and driving the customer relationship function across the NCR1 region. The role will oversee end-to-end customer engagement covering front-end interactions, backend support, and collections, ensuring a seamless customer experience. The incumbent will manage a team, handle escalations, strategize customer-centric initiatives, and spearhead events and engagement programs to strengthen the brand's relationship with customers.
Key Responsibilities:
Strategic & Leadership Responsibilities:
- Develop and execute customer-centric strategies for NCR1 region covering pre-sales, post-sales, backend support, and collections.
- Lead, mentor, and motivate a regional customer relationship team to achieve service excellence and business objectives.
- Drive continuous improvement initiatives for customer satisfaction, retention, and loyalty.
- Act as the regional custodian of customer voice, ensuring insights are incorporated into business strategy.
Operational & Functional Responsibilities:
- Oversee customer onboarding, query resolution, handholding, and collections management across the lifecycle.

- Establish and monitor service SLAs and TATs for regional teams to ensure consistent customer experience.
- Handle customer escalations effectively and implement corrective/preventive measures.
- Collaborate with sales, projects, finance, and legal teams to resolve inter-departmental customer issues.
- Plan and execute customer engagement events, community programs, and brand touchpoints for enhanced satisfaction.
- Ensure smooth functioning of backend processes including CRM systems, documentation, and communication protocols.
- Work closely with the central CX leadership team to align regional practices with organizational vision.
Financial & Compliance Responsibilities:
- Monitor and drive timely collections from customers, ensuring alignment with financial targets.
- Ensure adherence to company policies, compliance guidelines, and regulatory frameworks in all customer interactions.
- Prepare and present periodic reports on customer satisfaction scores, escalations, and collections performance.
Key Skills & Competencies:
- Strong leadership and people management skills with experience in handling large teams.
- Excellent communication, interpersonal, and conflict resolution abilities.
- Ability to design and implement customer-centric strategies.
- Strong understanding of customer lifecycle management in real estate.
- Proficiency in CRM tools and customer engagement platforms.
- Event management and customer engagement expertise.
- Analytical mindset with focus on customer insights and service metrics.
Qualifications & Experience:
- Graduate / Postgraduate in Business Administration, Marketing, or related fields.
- 12-18 years of experience in customer relationship management, preferably in real estate or allied industries.
- Proven track record of managing regional-level customer operations and strategic driving initiatives.