Customer Experience Manager

Role Overview:

We are seeking a talented and ambitious individual who is eager to thrive in a fast-paced, ever-evolving work environment that demands creativity, agility and a growth mindset, and offers unparalleled opportunities for growth, learning, and innovation. Looking for someone who is a proactive and detail-oriented professional to join our Customer Experience & Events team. This role is pivotal in enhancing customer satisfaction through meticulous planning and execution of the on-site marketing office, on-site branding, events, and customer engagement initiatives across multiple real estate projects. The ideal candidate will possess strong project management skills, a keen eye for branding consistency, and the ability to coordinate effectively with cross-functional teams and external vendors.

Key Responsibilities:

1. Marketing Office, Launches & Activations

• Ensure on-time and seamless execution of the project marketing office from design conception to execution and handover for the set of projects handled.

• Plan and execute project-level MOSA (Marketing Office & Show Apartment) audits and site readiness evaluations.

• Ensure launch and event execution meets predefined quality benchmarks.

• Conduct quarterly site status mapping and drive quality rectifications proactively.

• Raise timely red flags and escalate delays to align stakeholders for resolution.

2. Site Branding Planning & Execution

• Develop and implement comprehensive site branding strategies to ensure consistent brand representation across all project sites.

• Coordinate with design teams and vendors to produce and install branding materials such as signage, banners, and promotional displays.

• Conduct regular site audits to assess branding effectiveness and ensure compliance with brand guidelines.

• Collaborate with project and sales teams to align branding efforts with overall project timelines and objectives.

2. CP Meets & BTL Activations

• Plan and deliver channel partner meets and on-site BTL activities with high impact.

• Ensure timely execution and superior site-level arrangements.

• Implement and follow standard procurement practices and guidelines

• Support project sustenance activities and identify cost-efficiency opportunities.

3. Process and Financial Discipline

• Operate within the allocated MOSA and CX budgets adhering to set company finance processes.

• Ensure 100% compliance with standardized company processes

• Coordinate with finance for timely and accurate vendor payments.

• Deliver targeted cost savings through better negotiation and optimization in terms of economy of scale.

Candidate Requirements:

• Bachelors or master’s degree in interior design, Event Management, or related fields.

• 2–4 years of experience in Events, Customer Experience, Marketing Operations, Construction/Operations, Interior Design or Real Estate.

• Proven experience in site branding and event execution.

• Strong project management and stakeholder coordination skills.

• Experience with vendor negotiation, budgeting, and compliance protocols.

• Proficiency in CAD, 3D RENDERING Software(will be added value), MS Office, Excel, and PowerPoint for reporting and planning.

• Willingness to travel across sites in and outside Mumbai frequently.