Team Lead-Customer Experience (Post Ssles)

Role Summary

• Seasoned and customer-centric leader responsible for post-sales engagement from booking to handover.
• Acts as SPOC for customers while leading a team to deliver superior experience.
• Drives customer satisfaction, escalations, and cross-functional coordination.

Key Areas of Accountability

• Own end-to-end customer journey from post-sales to handover.
• Primary SPOC for all customer communication.
• Lead and manage customer experience team.
• Collaborate with internal stakeholders (projects, CRM, legal, collections).
• Support collections team in reducing overdues.
• Ensure timely handover and registration.

Team Handling Responsibilities

• Manage, mentor, and develop team members.
• Set goals, KPIs, and performance expectations.
• Conduct reviews, coaching, and feedback sessions.
• Ensure productivity an...