CEM Customer Experience Manager CTC 8 to 10 lkhs

Team Leader - 20 to 23 lkhs

Requirement for Mumbai 2 TL & 5 CEM

Collection's Background

Real Estate / Aviation Industry - ok to hire

Excellent Communication Skills

Ability to accomplish targets

Kindly Share updated resume . Divya -

Wassup :

Location:

Department: Customer Service and Success

As a Customer Experience Manager (CEM), you are the face of to our customers a strategic

partner who balances empathy with execution, and service with sales. Youll own the relationship

across a portfolio of ~250 high-value customers, contributing to 120 Cr in collections and 30 Cr in new business generation annually.

Key Responsibilities:

Customer Engagement

Manage lifecycle relationships with ~250 customers across allocated segments/projects.

Deliver proactive engagement at key milestones and moments of truth to build trust and loyalty.

Drive customer delight through responsiveness, personalisation, and high-touch service.

Revenue Ownership

Own a collections book of 120 Cr per year driving timely and consistent follow-ups.

Enable 30 Cr+ in new business annually through referrals, upgrades, and cross-sell conversations.

Improve engagement and mindshare to unlock loyalty and renewal potential.

Service Excellence

Ensure query resolution within defined TATs; maintain a low complaint escalation rate.

Standardize and elevate customer interactions across all touchpoints.

Collaborate with internal teams to resolve issues and escalate blockers.

Process, Systems & Reporting

Keep all CRM systems and trackers updated with accurate data.

Maintain documentation hygiene.

Track customer satisfaction and share insights.

Key Metrics of Success

Customer Base: 250 customers

Collections Book: 120 Cr

New Business: 30 Cr

Complaint Escalation: <2%

Customer Satisfaction: 90%+

Qualifications

Education: MBA (Sales & Marketing preferred)

Experience: 13 years

Skills & Traits

Strong English communication

Customer-obsessed and emotionally intelligent

CRM savvy

Customer Service ( Collections) (Developer/Real Estate)- Mumbai