Customer Experience Manager

Purpose of the Role

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, personalization, 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 HOABL’s 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.

Qualifications

• Education: MBA (Sales & Marketing preferred)

• Experience: 3+ years in customer-facing or relationship management role