Customer Experience Manager

CEM Customer Experience Manager

Location: Mumbai (Lower Parel)

Department: Customer Service and Success

Reports To: Team Lead -

Role & responsibilities

As a Customer Experience Manager (CEM), you are the face of HOABL 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 calls, visits, emails, messages. • Collaborate with internal teams to resolve issues, track complaints, and escalate systemic blockers.

Process, Systems & Reporting • Keep all CRM systems and trackers updated with accurate, real-time data. • Maintain documentation hygiene across customer files, transaction records, and communication logs. • Track customer satisfaction and share actionable insights for process enhancement.

Culture & Contribution • Represent HoABLs values through respectful, professional, and customer-first behavior. • Be flexible, adaptive, and solution-driven especially in high-stakes or emotionally charged scenarios. • Bring market intelligence and service innovation ideas from outside-in

Preferred candidate profile

Education: MBA (Sales & Marketing preferred)

Experience: 1–3 years in customer-facing or relationship management

Skills & Traits:

• Strong English communication (verbal + written)
• Customer-obsessed, emotionally intelligent, and calm under pressure • Proven ability to balance service delivery with business outcomes • CRM-savvy and comfortable working with structured dat