Senior Manager - Customer Experience - Real Estate

Arsenius Skill Capital is hiring Sr Manager Customer Experience - CRM / Site / Transactions / Handover (Real Estate)

Location: Ghatkopar

CTC: Best in the Industry

Requisite:

• Applicants with 15+ years of leadership experience in Premium Hospitality (5-star hotels, luxury aviation) or Luxury Real Estate CRM.

• Design the customer journey blueprint from initial site visit to post-handover care and establish luxury service benchmarks inspired by world-class hospitality standards.

• Lead and mentor a cross-functional team of site hosts, CRM executives, and handover specialists while analyzing customer feedback and data to remove friction points and improve retention.

Site Office Experience & Hospitality:

• Oversee site office operations to ensure five-star presentation, sensory branding, and service.

• Train front-line sales and hosting teams in premium guest relations and etiquette.

• Turn routine property viewings into memorable, high-touch emotional experiences.

Transaction Lifecycle Management:

• Audit the booking and documentation process to make paperwork effortless for buyers.

• Collaborate with legal and finance teams to simplify payment schedules and agreements.

• Act as the executive escalation point for high-net-worth client queries and disputes.

Construction & Relationship Milestone Care:

• Implement transparent update systems to keep buyers connected to construction progress.

• Design proactive engagement initiatives to maintain trust during the waiting period.

• Build digital and physical touchpoints that celebrate the buyers investment milestones.

Handover & Community Initiation:

• Own the final property quality audit to ensure zero-defect delivery to clients.

• Create a signature handover ceremony that provides an unforgettable key-turning moment.

• Oversee early facility management coordination for a flawless move-in transition.

Core Competencies:

• Hospitality Mindset: Natural empathy, impeccable grooming, and a passion for flawless service.

• Operational Excellence: Ability to build scalable service processes across multiple projects.

• Stakeholder Management: Strong influence skills to align sales, legal, and engineering teams.

• Communication: Exceptional verbal, written, and presentational command.

Interested applicants please share your resume