General Manager - CEG

Title : General Manager- CEG

Reports To : Executive Director

Experience : 10-15 years

Education : BSc/BA in Business administration, Corporate Real Estate only

BEHAVIOURAL COMPETENCIES · Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels · Excellent organizational skills

· Ability in problem-solving and negotiation · Collaborative in approach with high sense of sociability · Ability to organize their schedule well as they have multiple tasks to be done · Should adhere to the instructions and time limit given · Excellent in written and verbal communication skills · Ability to work under pressure and meet tight deadlines. · Strong organizational and time management skills. · Attention to detail and a commitment to quality

POSITION PURPOSE

The role will be responsible to: · Developing trust relationships with a portfolio of major clients to ensure they do not turn to competition · Acquiring a thorough understanding of key customer needs and requirements · Competition mapping/ market intelligence. · Handle complaints and problems in a timely and effective manner with closure. · Liaison between key customers and internal teams · Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives · Identify and approach new potential strategic customers · Monitor sales performance metrics · Liaison & work closely with Sales & Operations

OBJECTIVE - CLIENT RETENTION & GROWTH Each asset, client, or region is assigned a SAMG Program Head who acts as the main coordinator and single point of contact, streamlining communication with the client and ensuring internal coordination with teams, preventing the use of multiple communication channels. STAGE 1 – Pre-Operations · Organize an all-hands project kick-off call once the client reaches High Probability status. · Collaborate with Sales to ensure proper governance by having all teams regularly update the tech platform after the client reaches High Probability. · Conduct weekly walkthroughs with Design, Projects, Sales, and Procurement (if required). · Lead periodic client calls/meetings (weekly, bi-weekly, or as needed) with senior representation from Legal, Design, and Procurement. · Oversee the governance of the HOTO (Handover/Takeover) process between Project Construction and TS Services. · Take ownership of finalizing the snag list and drive Projects/Operations teams to adhere to timeline commitments. Pre-opening snagging should be completed 10 days before handover. · Conduct walkthroughs 7 days before handover to ensure compliance with quality standards and maintain clear communication. · Ensure ownership of timelines and commitments outlined in the Client Contract. STAGE 2 - Post Operations: · Participate in Monthly Management Reviews (MMRs) and hold quarterly meetings with the client principal, involving senior leadership or local Sales leadership as needed. · Based on internal evaluations and client feedback, assess and incorporate new formats with REG and Projects, such as F&B, creche, gym, etc., if applicable. · Collaborate with Sales to explore opportunities for future expansion and growth within India. · Ensure timely rent collection in accordance with the contract terms. · Conduct regular client surveys, including a Project Onboarding survey 10 days after delivery (D+10), a quarterly operations survey, and a bi-annual Client Satisfaction (C-SAT) survey every six months.

ROLES AND RESPONSIBILITIES

Roles :

• Manage client service operations.
  
• Have a proven track record of managing client relationships, driving client satisfaction, and leading a team of client service professionals.
  
• Implementing strategies to enhance retention, and growth.
  
• You will work closely with various departments to ensure that client needs are met and that our services exceed client expectations.
  
• Oversee client onboarding, managing client communications, resolving client issues, and continuously improving our client service processes. You will also be responsible for analyzing client feedback, identifying areas for improvement, and implementing changes to enhance the overall client experience.
  
• The candidate will have excellent communication and leadership skills, a deep understanding of client service best practices, and the ability to build strong relationships with clients and internal teams.
  

Responsibilities :

• Develop and implement client service strategies to enhance client satisfaction.
  
• Oversee client onboarding processes to ensure a smooth transition.
  
• Manage client communications and ensure timely responses to client inquiries.
  
• Resolve client issues and escalate complex problems as needed.
  
• Analyze client feedback and identify areas for improvement.
  
• Collaborate with other departments to ensure client needs are met.
  
• Monitor client service metrics and report on performance.
  
• Develop and maintain strong relationships with key clients.
  
• Ensure compliance with company policies and industry regulations.
  
• Implement best practices for client service and continuously improve processes.
  
• Prepare and present reports on client service performance to senior management.
  
• Manage client service budgets and allocate resources effectively.
  
• Cross selling ancillary offerings
  
• Facilitate Hospitality as a service in the offices
  
• Stay updated on industry trends and incorporate relevant changes into client service strategies.
  
• Manager events.