Customer Experience Lead at Lodha in Delhi / NCR

As a leaders for Customer Experience, you will lead the end-to-end customer experience

process and operational execution within your assigned market / project(s). You will ensure operational

efficiencies while driving a customer-centric culture across all projects and teams. This role will involve

driving continuous improvement, ensuring service excellence, and implementing strategies aligned with

organizational goals to enhance customer satisfaction and operational performance.

Role & responsibilities

Customer Experience

• Oversee the entire customer experience

lifecycle and operational efficiency across all

sub-functions within the market to ensure

seamless service delivery and high

customer satisfaction.

• Define, plan, and execute both short-term

and long-term goals for the customer

experience vertical, ensuring alignment with

business strategy and market / project(s)

needs.

Operational Excellence

• Develop and implement standardized

operating procedures (SOPs) and service

delivery processes to improve efficiency,

benchmark against industry best practices,

and align with overall company objectives.

• Lead transformation projects that simplify

workflows and improve scalability. Leverage

analytics, AI, and automation to drive

operational excellence and predict business

outcomes.

Quality Assurance

• Establish and implement robust Quality

Assurance frameworks for all customer

touchpoints, ensuring service delivery

Maintain and improve customer

satisfaction scores and service level

agreements across the market.

• Analyze customer satisfaction data and

service metrics; prepare and oversee

management reports to drive continuous

improvement in products and services.

Business and People Engagement

• Responsible for achieving Collection and

Loyalty AOP targets while ensuring

consistent delivery against weekly,

monthly, and quarterly targets.

• Cross functional collaboration with Sales,

Construction & Liaison teams to ensure

adherence to timelines and timely

collection

• Facilitate effective communication

between customers, internal teams, third-

party vendors, and management.

Drive customer loyalty programs and

engagement activities aimed at

enhancing customer retention and

meeting organizational objectives.

• Provide guidance, coaching, and training

to the team members to enhance their excellence and adherence to standards.

Oversee and monitor key CX metrics (CSAT,

NPS, TAT, SLA compliance)

Skills & Competencies-

Should have strategic oversight and understanding of a market / project(s) revenue and

expenses to maximize profits and ensure financial stability.

Should have thorough understanding of KPIs for Customer Experience functions.

Should be able to create collections and risk management environment of a desired quality

in terms of established collections guidelines.

Should possess analytical skills to interpret data and develop actionable strategies.

Should have proven sales and negotiation skills to support lead conversion efforts.

Should have proven track record in achieving the turn-around, revenue or retention targets.

Preferred candidate profile

15+ years of prior experience with well- known organizations focusing on customer service and

excellence in B2C environment; preferably Real Estate,