# Manager - Customer Experience at Vianaar Homes in Goa,…

> Source: https://confidential.careers/job-detail/manager-customer-experience-vianaar-homes-goa

# Manager - Customer Experience

Vianaar Homes 

** Goa, India ** Full Time ** Customer Service Jobs ** India ** New

[Apply Now](https://confidential.careers/go/15150231) ** Save 

## Job Description

Asst Manager/Manager – Customer Experience 

Location: Goa

Company: Vianaar Homes

**Role Mandate**

To act as the face of Vianaar for all customers post booking, owning the relationship end-to-end. Drive a high-touch, personalized and emotionally engaging experience by understanding customer needs, creating delight moments, and proactively resolving concerns to build long-term trust and brand loyalty.

**Core Responsibilities**

1. Customer Experience & Engagement

- Own all customer-facing interactions post sales

- Build strong relationships with HNI/NRI clients

- Anticipate customer needs and create personalized journeys

- Deliver high-quality onboarding and milestone communication

- Support customers end to end in following their assigned payment plans 

- Drive customer satisfaction and NPS

2. Query & Escalation Management

- Act as SPOC for all customer concerns

- Handle escalations with empathy and ownership

- Turn conflicts into trust-building opportunities

- Influence internal teams to resolve issues

3. Customer Engagement & Delight

- Design and execute customer delight moments

- Lead site visits and key customer touchpoints

- Drive referrals, upsell internal products and encourage repeat business

- Advocate initiatives, process enhancements for enhancing CX

4. Stakeholder Management

- Work closely with Sales, Projects, Finance and Design teams

- Ensure customer commitments are met

- Liaise closely with CX back office team to ensure timely closure of customer requirements

**Ideal Candidate Profile**

- 5–9 years’ experience in customer-facing roles (basis designation fitment)

- Strong experience handling premium clientele

- High emotional intelligence and communication skills

- Proven ability to manage escalations and relationships

- Added advantage for any experience related in HNI Account Management, Guest Relations.

**Top 10 Skills**

Customer Empathy

HNI Handling / Relationship Building

Crisis Management

Stakeholder Influence

Spoken Communication

Experience Designing

ERP / CRM Understanding

Ownership Mindset

Conflict Resolution

Brand Sensitivity

**Target Industries**

Hospitality, Luxury Retail, Private Banking, Aviation, Event Management, Luxury Real Estate.

**Who can also apply**

Candidates who have strong oration, customer handling skills and are looking for a new challenging assignment

**What Makes This Role Unique at Vianaar**

At Vianaar, Customer Experience is not a backend function, it is at the heart of how we build lasting relationships with our customers.

- You will work with a design-led, detail-oriented brand where every home is thoughtfully crafted and every interaction matters

- You will engage with discerning customers who value aesthetics, quality, and experience & not just transactions

- You will have the opportunity to shape and elevate the customer journey, not just execute it

- You will collaborate closely with cross-functional teams to influence outcomes, not just follow processes

- You will play a key role in turning customers into long-term brand advocates through meaningful, memorable experiences

- You will operate in a culture that values ownership, empathy, and continuous improvement

Posted August 22, 2026