Smartworks
Smartworks delivers customised managed workspace solutions designed to meet the specific needs of Enterprises seeking fully serviced, aesthetically pleasing and tech-enabled office environments along with daily life and aspirational amenities to their employees.
We focus on mid-to-large Enterprises and have built a growing Client base, which includes Indian corporates, MNCs operating in India and startups. We strive to make Enterprises and their employees in India more productive at work by providing value-centric pricing and superior office experience vis-à-vis traditional workspaces, with access to enhanced services and amenities.
Job Designation: Regional Head – Client Experience & Operations
Leads regional facility and operations management across multiple centers at Smartworks with full P&L accountability. Ensures multi-site operational governance, vendor management, and facility compliance, while driving client retention and experience through proactive relationship management and timely escalation handling to maintain service continuity and operational excellence.
Reporting to: National Head - Client Experience & Operations
Key Responsibilities:
- Own regional operational and financial performance across all Mumbai centres, ensuring alignment with business targets, service standards, and profitability objectives.
- Lead and mentor Centre Heads / Building Leads, driving accountability for operational excellence, team performance, and client experience across locations.
- Oversee regional budget governance, including cost optimization, financial planning, vendor spend monitoring, and adherence to P&L targets.
- Drive client satisfaction (CSAT) and retention metrics through proactive engagement with enterprise clients and continuous improvement of workplace experience.
- Manage escalations from key enterprise accounts, ensuring timely resolution, stakeholder alignment, and preservation of strategic client relationships.
- Partner with the Sales and Business Development teams to support client expansions, renewals, and occupancy growth across the regional portfolio.
- Ensure regulatory compliance, risk management, and audit readiness across all centres by enforcing operational standards, safety protocols, and documentation practices.
- Standardize operating procedures and service delivery frameworks across multiple sites to improve consistency, efficiency, and scalability of operations.
- Coordinate cross-functional alignment with Sales, Finance, Facilities, HR, and Technology teams to ensure seamless execution of regional initiatives and service delivery.
Qualifications:
- Bachelor's degree is must and MBA Preferred.
- Proven experience (13+ years) in facility management, preferably in a large-scale corporate or real estate environment.
- Strong leadership and managerial skills with the ability to motivate and manage a diverse team.
- Excellent communication skills with the ability to interact effectively with stakeholders at all levels.
- Solid understanding of financial management principles and budgeting processes.
- Proficiency in facility management software and MS Office Suite.
Additional Requirements:
- Ability to travel as needed to various locations.
- Strong problem-solving skills and ability to make decisions under pressure.
- Knowledge of industry best practices and emerging trends in facility management.
