Buyer Experience Lead

Job Description

Founded in 2023, by IIT and Stanford GSB alumni, the company aims to build the most delightful and trustworthy home buying experience in India (akin to Spinny for Homes). Their comprehensive home buying platform enables the buyer journey end to end, right from discovery of renovated houses and arranging home visits, to ensuring all legal and financial support. Their offering has enabled them to build the company profitably from Day 1 and raise from marquee investors.

Role Summary

They are looking for a dynamic and results-oriented Buyer Experience Lead to join their core founding team. In this role, you will shape the end-to-end journey of their home buyers along with the founders, to create a best-in-class home buying experience. This will include leading the design and implementation of digital and physical touch points throughout the buyer journey, leveraging data and customer feedback. You will also conduct and oversee on-ground buyer interactions such as sales visits and closing, managing a small team. Finally, you will work closely with cross-functional teams, to ensure alignment and integration of buyer experience initiatives (such as channel partners, valuation, and home renovation operations). The ideal candidate will have a proven track record in product management, or sales management roles, with strong analytical skills, exceptional communication abilities, and a passion for delivering outstanding customer experiences.

What you'll do:

1. Lead the strategic design and optimization of digital and physical touch points (e.g. web listings, visit experience) throughout the home buyer journey

2. Define and implement best practices for direct buyer interactions (text / calls, home visit experiences), ensuring that each interaction aligns with their ideal experience

3. Develop and implement innovative sales and closing experiences, exploring new techniques to streamline processes, and drive conversion rates.

4. Collaborate closely with cross-functional teams, including tech, marketing, and operations, to ensure alignment and integration of buyer experience initiatives across all channels and touchpoints.

5. Analyze buyer feedback, market trends, and industry best practices to drive continuous improvement and innovation

6. Build & manage a sales team of 2-3 to drive the buyer experience function

What they're looking for:

- 4+ years of experience in product or sales management roles, with a focus on strategizing initiatives to enhance the customer journey.

- Past experience in real estate (or adjacent), or other high-ticket consumer products is preferred

- Experience in developing and implementing strategies to enhance both physical and digital buyer experiences

- Strong interpersonal skills with the ability to understand and address customer needs effectively, building trust and rapport with clients through exceptional communication and service.

- Detail-oriented with strong organizational and analytical skills.