You will be responsible for leading the Customer Experience function at Urbanrise, with a focus on reimagining and enhancing the end-to-end customer journey. Your strategic mandate will include developing and implementing the Customer Experience vision, strategy, and roadmap across all cities. You will champion a customer-first culture, drive Net Promoter Score (NPS) improvement, establish Voice of Customer (VoC) framework, and lead digital transformation of customer experience. Additionally, you will design and govern the post-sales customer journey, from booking to possession.

• *Key Responsibilities:**
• Develop and implement comprehensive CX strategies for consistent, high-quality experiences.
• Create and monitor Customer Journey Maps to identify pain points and engineer proactive solutions.
• Design service standards, escalation frameworks, and resolution protocols for timely resolution of customer concerns.
• Drive reduction in Turn-Around Time (TAT) for customer queries and grievances.
• Build strong post-booking relationships with customers, ensuring engagement and delight at every milestone.
• Collaborate with Projects teams to keep customers informed on construction progress and timelines.
• Institutionalize customer experience benchmarks and KPIs across all CRM teams.
• Provide strategic oversight on monthly collection targets, ensuring collection in a customer-centric manner.
• Design collection communication frameworks to maintain trust and relationship quality.
• Track collection performance metrics and collaborate with City CRM heads to resolve outstanding payment matters.
• Build, lead, and inspire a high-performing CRM and Customer Experience team.
• Define team structure, roles, and career pathways; drive a culture of ownership and continuous improvement.
• Maintain low attrition through purposeful culture-building efforts.
• Identify high-potential individuals and create growth paths for the next generation of CX leaders.
• Build strong cross-functional relationships with Sales, Projects, Legal, Finance, and other teams.
• Lead CX governance and establish regular review mechanisms for Board visibility.
• Partner with the technology team to implement and optimize CRM platforms and digital tools.
• *Qualifications & Experience:**
• Minimum 20 years of overall professional experience, with at least 10-12 years in senior leadership roles in Real Estate.
• Demonstrated track record of transforming customer experience functions and improving NPS or similar satisfaction metrics.
• Strong expertise in CRM platforms, customer data analytics, and technology-led CX transformation.
• Experience managing large, geographically distributed teams.
• Prior exposure to the full real estate customer lifecycle.
• Excellent communication, executive presence, and stakeholder management skills.
• Detail-oriented with strong analytical acumen.
• MBA or equivalent Post-Graduate qualification preferred.
• *Leadership Competencies:**
• Transformational Leadership
• Strategic Thinking
• Customer Empathy
• Influence Without Authority
• Resilience & Adaptability
• Data-Driven Decision Making You will be responsible for leading the Customer Experience function at Urbanrise, with a focus on reimagining and enhancing the end-to-end customer journey. Your strategic mandate will include developing and implementing the Customer Experience vision, strategy, and roadmap across all cities. You will champion a customer-first culture, drive Net Promoter Score (NPS) improvement, establish Voice of Customer (VoC) framework, and lead digital transformation of customer experience. Additionally, you will design and govern the post-sales customer journey, from booking to possession.
• *Key Responsibilities:**
• Develop and implement comprehensive CX strategies for consistent, high-quality experiences.
• Create and monitor Customer Journey Maps to identify pain points and engineer proactive solutions.
• Design service standards, escalation frameworks, and resolution protocols for timely resolution of customer concerns.
• Drive reduction in Turn-Around Time (TAT) for customer queries and grievances.
• Build strong post-booking relationships with customers, ensuring engagement and delight at every milestone.
• Collaborate with Projects teams to keep customers informed on construction progress and timelines.
• Institutionalize customer experience benchmarks and KPIs across all CRM teams.
• Provide strategic oversight on monthly collection targets, ensuring collection in a customer-centric manner.
• Design collection communication frameworks to maintain trust and relationship quality.
• Track collection performance metrics and collaborate with City CRM heads to resolve outstanding payment matters.
• Build, lead, and inspire a high-performing CRM and Customer Experience team.
• Define team structure, roles, and career pathways; drive a culture of ownership and continuous improvement.
• Maintain low attrition through purposeful cul