Customer Experience Manager

About the role

Vianaar Homes is seeking a Customer Experience Manager to be the face of the brand for all customers after booking. You will own the end‑to‑end relationship, delivering personalized, high‑touch experiences that build trust and long‑term loyalty.

Key responsibilities

• Own all post‑sales customer interactions, building strong relationships with HNI/NRI clients.
• Design and execute personalized customer journeys, onboarding, milestone communications and payment‑plan support.
• Act as the single point of contact for queries and escalations, handling issues with empathy and turning conflicts into trust‑building opportunities.
• Create delight moments, lead site visits, drive referrals, upsell internal products and encourage repeat business.
• Collaborate with Sales, Projects, Finance, Design and CX back‑office teams to ensure commitments are met.

Required profile

• 5–9 years of experience in customer‑facing roles, preferably with premium or HNI clientele.
• Proven ability to manage escalations and maintain long‑term relationships.
• High emotional intelligence, strong communication skills and a customer‑centric mindset.
• Experience in luxury sectors such as real estate, hospitality, private banking or aviation is an advantage.

Required skills

• ERP systems
• CRM platforms