About the Role
We are seeking an exceptional Client Experience Lead to helm our flagship workspace portfolio. This is not a conventional facilities or operations role. It is a position for someone who believes that a workplace can feel as extraordinary as the finest hotel, and who has the craft and conviction to make that a daily reality. The ideal candidate brings the precision and warmth of luxury hospitality, the commercial acumen of a seasoned operator, and the leadership maturity to build and inspire a high-performance team. You will be the guardian of our members experience across every touchpoint, from the moment they walk in, to the way their concerns are resolved, to the communities they build within our walls.
Key Responsibilities
1. Unreasonable Hospitality & Experience Strategy
- Define and own the experiential vision for the property, setting a standard that consistently exceeds member expectations.
- Design and execute bespoke hospitality rituals, from arrival protocols to member milestone celebrations that create lasting emotional impressions.
- Curate programming, activations, and amenities that foster a genuine sense of community and belonging among members.
- Benchmark against best-in-class luxury hospitality properties globally and translate those insights to the managed workspace context.
- Champion a culture of yes-first thinking across the team, ensuring every member request is met with warmth, creativity, and urgency.
2. Financials & Commercial Discipline
- Own the P&L for the property, delivering EBITDA targets while maintaining the highest service standards.
- Manage operating budgets with rigorous vendor negotiations, cost optimisation, and monthly variance reporting.
- Monitor occupancy, renewal rates, and upsell opportunities in collaboration with the Sales team.
- Identify revenue opportunities through additional services, event hosting, and premium member upgrades.
- Maintain accurate financial records and produce insightful MIS reports for senior leadership.
3. Member Satisfaction & Feedback
- Establish and own the Net Promoter Score (NPS) and CSAT targets for the property.
- Build robust feedback loops, formal surveys, informal check-ins, and community conversations to maintain a real-time pulse on member sentiment.
- Resolve escalations personally and promptly, ensuring zero unresolved grievances.
- Develop deep relationships with key member accounts, acting as their trusted partner and advocate within the organisation.
- Proactively anticipate member needs before they are voiced.
4. Quality & Operational Excellence
- Implement and maintain SOPs across all operational domains i.e. front desk, housekeeping, F&B, AV/IT, and security.
- Conduct daily quality audits and walkthroughs to ensure the property is always presented to an immaculate standard.
- Lead daily briefings and weekly reviews with the experience team to align priorities and address gaps.
- Drive continuous improvement through data of tracking tickets, SLAs, and resolution times.
- Ensure full compliance with health, safety, fire, and statutory regulations at all times.
5. Property Management
- Oversee all hard and soft services across 2 lakh sq. ft., including MEP, civil, HVAC, and housekeeping.
- Manage relationships with AMC vendors, contractors, and service partners ensuring SLAs are upheld.
- Plan and execute preventive maintenance schedules to minimise downtime and member disruption.
- Coordinate capital improvement and fit-out projects in collaboration with the Projects team.
- Maintain all property documentation like licences, insurance, compliance registers, and asset records.
6. Team Leadership
- Lead, mentor, and develop a team of 5–6 experience professionals.
- Set clear KPIs and conduct structured performance reviews on a quarterly basis.
- Foster a team culture rooted in pride, ownership, and genuine care for members.
- Identify and groom high-potential team members for future leadership roles.
- Manage rostering, leave planning, and surge coverage to ensure consistent service delivery.
Ideal Candidate Profile
Academic Background
- Graduate or post-graduate degree from a recognised institution in Hotel Management, Hospitality Administration, or Business from a reputed college (IHM, IHMCT, or equivalent), passed out before 2015.
- Additional certifications in Facility Management, Property Management, or Workplace Experience are advantageous.
Professional Experience
- Minimum 10–14 years of progressive experience in client-facing service roles.
- First 3–5 years mandatorily spent in a 5-star hotel environment (Front Office, Guest Relations, F&B, or Operations) with demonstrable exposure to luxury guest service standards.
- Subsequent experience in premium managed office spaces, coworking environments, or workplace management, ideally 5+ years.
- Prior experience managing a large-footprint property (1.5 lakh sq. ft. and above) is strongly preferred.
- Proven track record of leading and growing teams of 5 or more people.
- Experience owning P&L or being closely involved in financial management of a property.
