Associate Vice President - Customer Experience

Role & responsibilities

As the Market Head for our luxury project portfolio , you will lead the end-to-end customer experience and operational execution (achievement of collection and loyalty AOP). You will ensure operational efficiencies while driving a customer-centric culture across all projects and teams. This role will involve driving continuous improvement, ensuring service excellence, and implementing strategies aligned with organizational goals to enhance customer satisfaction and operational performance.

Role & responsibilities

Customer Experience

• Oversee the entire customer experience lifecycle and operational efficiency across all sub-functions within the market to ensure seamless service delivery and high customer satisfaction.
• Define, plan, and execute both short-term and long-term goals for the customer experience vertical, ensuring alignment with business strategy and market / project(s) needs.

Operational Excellence

• Develop and implement standardized operating procedures (SOPs) and service delivery processes to improve efficiency, benchmark against industry best practices, and align with overall company objectives.
• Lead transformation projects that simplify workflows and improve scalability. Leverage analytics, AI, and automation to drive operational excellence and predict business outcomes.

Quality Assurance

• Establish and implement robust Quality Assurance frameworks for all customer touchpoints, ensuring service delivery excellence and adherence to standards.
• Oversee and monitor key CX metrics (CSAT, NPS, TAT, SLA compliance)
• Evaluate customer feedback & conduct root cause analysis to eliminate recurring issues. Maintain and improve customer satisfaction scores and service level agreements across the market.
• Analyze customer satisfaction data and service metrics; prepare and oversee management reports to drive continuous improvement in products and services.

Business & People Engagement

• Responsible for achieving Collection and Loyalty AOP targets while ensuring consistent delivery against weekly, monthly, and quarterly targets.
• Cross functional collaboration with Sales, Construction & Liaison teams to ensure adherence to timelines and timely collection.
• Facilitate effective communication between customers, internal teams, third-party vendors, and management.
• Conduct regular business performance reviews and translate insights into strategic action plans.
• Drive customer loyalty programs and engagement activities aimed at enhancing customer retention and meeting organizational objectives.
• Provide guidance, coaching, and training to the team members to enhance their skills and develop future leadership talent.

Skills & Competencies

• Should have strategic oversight and understanding of a market / project(s) revenue and expenses to maximize profits and ensure financial stability.
• Should have thorough understanding of KPIs for Customer Experience functions.
• Should be able to create collections and risk management environment of a desired quality in terms of established collections guidelines.
• Should possess analytical skills to interpret data and develop actionable strategies.
• Should have proven sales and negotiation skills to support lead conversion efforts.
• Should have proven track record in achieving the turn-around, revenue or retention targets.

Practice

Over 12 years of prior experience with well-known organizations focusing on customer service and excellence in B2C environment engaging with Ultra HNWI clientele; preferably Investment Banking, Hotels, Hi-End Automobiles or Private Wealth Management.

Preferred candidate profile

• Extremely organized and highly motivated.
• Excellent interpersonal and presentation skills, with a strong leadership and team management abilities.
• Goal-oriented with a strong focus on results. Ability to work under pressure in a fast-paced environment.
• High level of professionalism and customer-centric attitude.