Customer Relationship Management Manager (GOA)

Manager - CRM Location - Goa Key Result Areas & Outcomes expected from the Role ● Service Analytics & Customer Insight: Strong grounding in customer lifecycle analytics, CX dashboards, NPS/CSAT metrics, service trends, operational performance indicators, and root-cause analysis.

● Service Agility & Calculated Risk-Taking: Ability to take calculated risks, challenge status quo, innovate, and identify unmet customer needs and emerging behaviour patterns.

● Collaborative Service Negotiation: Ability to collaborate with internal stakeholders to drive CX initiatives, influence through data, secure buy-in, and align multiple departments to customer-first outcomes.

● Entrepreneurial Customer-Centric Mindset: Ability to foresee customer expectations, market shifts, and loyalty drivers; create strategic CX solutions that enhance long-term brand value.

● Strategic Service Leadership: Develop clear CX vision, roadmap, and frameworks to deliver a distinctive Vianaar homeowner experience.

Identify steps required to achieve customer satisfaction and loyalty goals.

● Digital Service & Technology Orientation: Identify and shape CRM architecture, customer data platforms, digital tools, and automation to enhance service quality, personalization, and revenue impact.

● Cross-Functional Service Collaboration: Build productive relationships across departments, ensuring trust, transparency, and shared ownership of customer outcomes.

Strengthen homeowner advocacy and brand affinity.

● Service Governance & Risk Mitigation: Identify operational risks in the customer lifecycle, develop control systems, minimize escalations, ensure TAT adherence and build strong service recovery principles.

● Data-Led Service Innovation: Create resourceful CX solutions using customer analytics, segmentation, behavioural insights, and predictive modelling to design new experience and retention opportunities.

● Financial & Commercial Service Understanding: Ability to interpret CX ROI, retention impact, project performance, budgets, cost efficiency, and the link between satisfaction and repeat/referral revenue.

● Customer Loyalty, CRM & Retention : Develop robust CRM frameworks, segmentation logic, engagement journeys, and loyalty programs tailored for Vianaar homeowners.

● Service Recovery & Grievance Excellence: Own the grievance mechanism, enhance TAT efficiency, improve conversion of detractors to promoters, and ensure accurate data capture for future engagement.

● Customer Experience Strategy & Execution : Develop and implement end-to-end CX strategy aligned to Vianaar’s brand philosophy across all lifecycle stages as pre-sales, onboarding, possession, post-handover, and community engagement.

Educational Qualification Essential: ● 12–15+ years of experience in managing customer experience operations in hospitality, luxury retail, premium real estate, or holiday homes.

● Strong understanding of customer lifecycle management, CRM systems, CX strategy, and service operations.

● Demonstrated expertise in handling multi-location operations, CX process design and team leadership.

Desired: ● Prior experience in hospitality groups, boutique resorts, luxury brands, premium retail, or travel & tourism.

● Six Sigma / Lean experience for process optimization and service excellence.