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Assistant Manager - Customer Experience
Date: 17 Jul 2026
Location:
Mumbai_RO, Mumbai_RO, IN
Company: Mahindra Lifespace Developers Ltd.
Job Purpose
The role of Assistant Manager - Customer Experience at Mahindra Lifespace Developers Ltd., within the Residential business unit and Regional Office in Mumbai, is integral to fostering strong and lasting relationships with our valued customers. This position is responsible for managing multiple customer touchpoints including phone, email, and direct walk-ins, ensuring timely and thorough responses within defined turnaround times. The successful candidate will orchestrate the entire post-sales customer journey from initial welcome interactions through to final possession, managing registration processes and resolution of disputes with precision.
Key purposes include coordinating stamp duty and registration processes to meet due dates, liaising closely with consultants, legal, project, and accounts teams to provide a seamless customer experience. The role also involves nurturing customer relationships through proactive outreach, engagement activities, and regular communication about project updates and sector news. The Assistant Manager is accountable for maintaining accurate records using SFDC and ensures prompt follow-up on payments and agreements, thereby contributing directly to customer satisfaction and business growth.
In addition, the position entails leadership in coordinating possession schedules, documentation completions, and customization arrangements, providing supportive services that align with company policies. Events organization to improve customer retention and satisfaction further enhances the role's impact. This position offers a dynamic environment where strong interpersonal, organizational, and communication skills are essential to delivering excellence in customer experience.
Principal Accountabilities
The core responsibilities of the Assistant Manager - Customer Experience encompass comprehensive management of customer interactions and administrative processes to optimise satisfaction and loyalty. These principal accountabilities include:
Managing inbound customer communications efficiently, ensuring all queries concerning Agreement Registration and procedures are addressed with clarity and professionalism.
Maintaining a stringent schedule for follow-ups on stamp duty and registration payments, collaborating closely with internal stakeholders and registration consultants to ensure timely completion of agreements.
Updating customer records scrupulously within SFDC, including SDR received dates and payment challans, to preserve data accuracy and facilitate smooth internal workflows.
Retaining customers facing potential cancellations by providing proactive assistance and counselling regarding Stamp Duty Payment and related concerns.
Initiating outbound calls for both payment collection and relationship development, fostering a positive customer rapport across all touchpoints.
Coordinating distribution of key documentation such as NOC/ROC, Demand Letters, and Payment Receipts to bankers and customers, safeguarding compliance and transparency.
Resolving customer disputes diplomatically and ensuring all issues are accurately recorded and tracked in SFDC for prompt resolution.
Supporting customer site visits to sample flats, providing comprehensive explanations of project features and updates.
Collaborating seamlessly with office assistants and back-office teams for smooth delivery of agreements, payment collection, and system updates related to collection and possession timelines.
Regularly communicating project progress and relevant real estate news through newsletters and targeted emails, keeping customers well-informed and engaged.
Organising customer-centric activities and events to further enhance customer experience and loyalty.
Ensuring pre-cancellation and cancellation communications are dispatched as per schedule, and proactively managing all customer concerns through to possession.
Facilitating coordination between customers and project teams for flat customizations while adhering to company policies and standards.
Performance Measure of Success
Success in this role will be measured through a variety of performance indicators focusing on efficiency, customer satisfaction, and accuracy. Key measures include:
Achievement of turnaround time (TAT) targets for welcoming calls and responses, ensuring customers receive timely and comprehensive communication.
Completion of agreement registration and stamp duty payments within the prescribed due dates, demonstrating strong process management and follow-up effectiveness.
Accuracy and completeness of data entry in SFDC, including up-to-date records of SDR dates, payment status, and customer interactions.
Reduction in customer disputes through proactive engagement and effective dispute resolution mechanisms.
Level of customer retention and satisfaction, as tracked through feedback, repeat interactions, and successful cancellations retention.
Efficiency in coordinating possession scheduling and documentation completion, supporting smooth transitions from booking to possession.
Successful organisation and execution of customer events and communication campaigns that strengthen customer relationships and brand loyalty.
Demonstrated collaboration and seamless coordination with internal departments such as legal, projects, accounts, and facilities management (FM) teams.
Regular review and documented customer-wise updates on SFDC will serve as both a performance tool and an accountability platform, ensuring transparency and continuous improvement.
Key Relationships
The Assistant Manager - Customer Experience will engage with a diverse range of internal and external stakeholders to deliver exceptional service and support. Key relationships include:
Customers: Primary contact for managing queries, concerns, registrations, payments, and retention activities, building trust and fostering long-term relationships.
Registration Consultants: Close coordination for scheduling registrations and ensuring timely agreement execution.
Legal, Projects, and Accounts Teams: Cross-departmental collaboration to facilitate documentation, resolve disputes, update possession and collection dates, and ensure compliance.
Office Assistance and Back Office Teams: Cooperation for logistics support, agreement delivery, payment collection pick-ups, and system updates.
Facilities Management (FM) Team: Interface for obtaining flat readiness updates and coordinating possession schedules.
Bankers and Financial Partners: Interaction for the exchange of critical documentation such as NOCs, Demand Letters, and receipts.
Marketing and Communication Teams: Partnership in designing customer newsletters, event activities, and maintaining ongoing communication channels.
Excellent interpersonal skills and the ability to navigate complex stakeholder networks with diplomacy and professionalism are essential for success in this role.
Qualification and Experience
The ideal candidate for the Assistant Manager - Customer Experience will hold the appropriate qualifications and demonstrate relevant experience to excel in a high-impact customer-facing role within the real estate sector. Essential qualifications and experience include:
Educational Qualifications: A bachelor’s degree in Business Administration, Marketing, Real Estate, or a closely related field is preferred. Additional certification in Customer Relationship Management or Real Estate operations will be advantageous.
Professional Experience: A minimum of 3-5 years in a customer service or customer experience role, preferably within residential real estate or a related industry, demonstrating a track record of managing complex customer interactions and post-sales processes.
Technical Skills: Proficiency in Salesforce CRM (SFDC) or similar customer management systems is essential. Familiarity with Microsoft Office Suite including Excel and Outlook for reporting and communication is expected.
Communication Skills: Exceptional verbal and written communication skills with the ability to convey information clearly and courteously to diverse customer bases and internal teams.
Organisational Abilities: Strong multitasking and time-management skills, with the ability to prioritise competing demands while maintaining attention to detail.
Problem-Solving: Demonstrated capability to handle customer disputes tactfully and resolve issues efficiently, contributing to customer retention and satisfaction.
Interpersonal and Coordination Skills: Proven success in coordinating among multiple departments and external partners, fostering collaborative relationships and ensuring smooth execution of processes.
Adaptability and Initiative: Ability to work in a dynamic environment, respond proactively to customer needs, and contribute ideas for improving processes and enhancing customer experience.
Experience specific to Mahindra Lifespace Developers Ltd. or familiarity with the Mumbai real estate market is a strong asset but not mandatory, as comprehensive onboarding and training will be provided.
