DGM - SR1 CC Cluster Head Godrej Industries Group

About Godrej Industries Group

Job Description

The role of DGM Customer Centricity Head at Godrej Properties Limited (GPL) in Bangalore, India, entails overseeing the end-to-end customer relationship journey and Net Promoter Score (NPS) management. Your responsibilities include managing all aspects of after-sales relationships post the booking stage, ensuring timely sale-related documentation, collections, and resolution of customer issues. You will devise and distribute collection targets based on Annual Operating Plan (AOP) projections, strategize collection projections for the month, and prepare Customer Centricity Budget for the entire customer life cycle. Your operational duties involve supporting new launches, resolving customer issues, and anticipating scenarios that may impact customers on a larger scale. You will also design and execute proactive customer communications to enhance trust and overall NPS scores. In terms of processes, you will focus on adherence, customer life cycle management, complaint resolution, and handling escalations. People development is crucial, and you will ensure team engagement, growth, and self-development through various initiatives and training opportunities. The ideal candidate holds an MBA with 8-10 years of relevant experience and a minimum of 14-15 years in Real Estate Customer Service, with proficiency in stakeholder management, customer interactions, and MS-Office. Key critical skills include expertise in collections management, customer experience management, and establishing processes for smooth handover. Desired behavioral skills encompass strategic thinking, multitasking, people management, strong listening, and analytical abilities. The reporting structure involves reporting to the CC Head for Bangalore. Godrej offers a comprehensive benefits package, including childcare benefits, parental leave, coverage for childbirth and fertility treatment, anti-discrimination policies, mental wellness support, recognition platforms, and flexible work options. The company values diversity and inclusivity as integral parts of its culture, fostering innovation and growth through a diverse workforce. If you are a dynamic professional with a passion for customer-centricity, stakeholder management, and team development, Godrej Properties Limited welcomes your application for the role of DGM Customer Centricity Head. Join us in our mission to deliver excellence, sustainability, and innovation in the real estate industry. Apply now and become a part of the Godrej family.,