Shrikrishna Prabhu
Customer Experience Aficionado | ISB GMP Batch-12 Alumnus | Proven Track Record in Real Estate and Hospitality I Formerly at Gera Developments, Lodha Developers, IHG, and Marriott
- Role
- Head of Customer Experience at Kolte-Patil Developers Limited
- Location
- Pune Division, MH, IN
- LinkedIn followers
- 500 followers
About Shrikrishna Prabhu
Senior management executive with 23+ years of leadership experience across real estate and luxury hospitality, specializing in customer experience, referrals, and loyalty-led growth. Proven at building scalable CX ecosystems that enhance customer trust, drive repeat business, and convert homeowners into long-term brand advocates.Recognized by executive leadership for consistently delivering business, revenue, and CX outcomes, while building high-performing teams grounded in accountability, collaboration, and a strong customer-first culture. Known for blending process rigor with human-centric service design to create measurable impact across the customer lifecycle.Currently General Manager – Customer Experience & Head – Referrals and Loyalty at Kolte-Patil Developers Limited, leading end-to-end CX, referral, and loyalty strategy for an expanding residential portfolio across Pune and Mumbai. Responsibilities include lifecycle CX governance, referral-led sales enablement, escalation management, service recovery, and post-handover engagement.
Experience
Head of Customer Experience
Kolte-Patil Developers Limited
May 2024 — Present · Pune, IN
Competition Mapping & Sales StrategyConducted comprehensive market analysis to identify trends and competitor activities, informing customer experience strategies within the Sales Office.Developed targeted initiatives based on competitive insights, enhancing service delivery and customer engagement.NPS Tracking & Customer Grievance CellRe-evaluated NPS touchpoints to identify customer pain points and opportunities for improvement.Strategized to increase customer feedback volume, facilitating internal stakeholder meetings to align on actionable insights and enhance the customer journey.Brand AlliancesEstablished strategic partnerships with complementary brands to enhance brand image and expand market reach.Collaborated on co-marketing initiatives, driving revenue growth through synergistic efforts and enhanced product offerings.Enhancing Brand Image and Scaling RevenueDeveloped and implemented brand positioning strategies that effectively communicate the organization’s values and unique selling propositions.Launched targeted marketing campaigns to reinforce brand identity, leading to increased customer loyalty and revenue generation through innovative sales strategies.
Education
IHM Ahmedabad
Bachelor's Degree, Hotel Management
2000 — 2003
Indian School of Business
Business Administration and Management, General
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