Customer Relationship Manager

3 weeks ago

Delhi, India COWRKS Full time
Roles and Responsibilities A progressive professional with strong experience in catering sales, events and F&B sales including amenities and services. Experience of handling Room and F&B sales is an added advantage. The desired candidate is expected to have at least 8 years of experience of working in hotels overlooking sales operations in banquets/ catering, events and other F&B related areas. The ability to build and maintain strong client relationships is imperative.
Summary
Functions as the single point of contact for all tenant and tenant employee-related strategic matters on the campus. Leads the direct reports and liaises with the leadership team, along with corporate leadership and cross-functional teams to ensure smooth operations and management of the Campuses. This role guarantees that engagement activities and revenue strategies are aligned with the Converge vision and standards by embodying the brand and prioritising the needs of tenants and tenant employees. It aims to enhance tenant satisfaction, increase revenues, and optimize financial performance while cultivating positive relationships with landlords and tenants. Furthermore, it involves devising and executing city/region-wide strategies to deliver products and services that exceed expectations. Core Work Areas:
Tenant Experience
Weekly in-person meetings with tenants and their employees to enhance engagement and curate amenities and activations that motivate employees to return to the office.
Accountable for conducting the tenant engagement survey and will be responsible for the scores achieved during the survey by a third party.
Utilize this data to develop trends and insights that will drive continuous improvement in the campus performance.
Liaise with tenants and support COWRKS transformation team on onboarding tenants onto the Converge app.
Obtain regular feedback for all amenities and services deployed at the campus.
Motivate employees to play a central role in customer care by bringing superior organizational skills, attention to detail, and passion to delight.
Design and implement campus sales procedures and programs to ensure service consistency in all areas. Closely work with internal stakeholders and functions to ensure smooth functioning of all departments and collaboration in service.
Profitability and Revenue
Collaborate with Campus operations manager to create annual budgets. Develop and maintain operating budgets for city and/or regional locations.
Accountable for meeting the campus SOH budget by coordinating with retail leasing, marketing, training, technology, and other teams to execute campus amenities, activations, promotions, and events.
Responsible for achieving food hall revenue through catering events and upselling menus.
Prepare and review reports along with financial statements to determine performance against budget.
Develop RevShare or Minimum Guarantee based Income streams by managing amenities and services.
Operations and management
Ensures effective sales management of all service outlets of the campus including amenities, concierge, and F&B related areas.
Drive engagement during events and ensure that all events and activations on the campus are attended by tenant employees.
Adhere to all safety standards and procedures established by the campus operations team for execution of events and other activities on campus. Involve campus operations and safety team for all activation/events at the campus from concretization phase and have a monthly meeting with operation and safety team.
Assist campus operation manager to prepare and implement agreements for all space on hire and marketing plans; monitor all agreements, AMCs and plans for effectiveness.
Involve campus operations and safety team for all activation/events at the campus from concretization phase and have a monthly meeting with operation and safety team.
All events/SOH needs to be discussed with campus/regional marketing team before execution and have a monthly meeting with marketing team on upcoming activation.
Plan and execute events according to the campus strategy, including one marquee event annually.
Assist campus operation manager to plan and executive new activations/service at the campus.
Support the COWRKS transformation and marketing teams in deploying and promoting the Converge app on campus.
Leadership and Team Management
Work closely with corporate, city resources and internal stakeholders to develop and execute effective operations strategy.
Leads the campus team to develop strong sales training and operational processes for food hall and other amenities and services introduced by Converge.
Create a culture of continuous learning that brings operational efficiencies and incremental revenue.
Develop KPIs and Metrics to drive revenue, productivity, process improvement and service levels.
Driving brand partnerships and alliances for enhanced client experience and incremental revenue.
Develops initiatives which impact people, process, productivity, and service levels.
Safety, Environment and Compliance
Ensure all Fire, Health Safety, Environment compliances.
Social Responsibility and Sustainability.
Ensuring compliance with all legal requirements in connection with operations.
Ensure all Compliances, Internal & External Audit controls.
Guiding and supervising maintenance of the facilities.
Behavioural Attributes
A self-starter with the ability to act autonomously.
Demonstrated understanding of business and strong commercial acumen.
Ability to understand complex situations and make sound business decisions.
Communicates clearly, negotiates persuasively, builds, and maintains relationships internally and externally.
Exemplifies Personal Drive and Integrity – Self-motivated and outcome oriented.
Achieves Results, implements change, has ability to identify and clarify ambiguities; Closure and delivery focused.
Accuracy and attention to detail; has ability to manage several complex or high-priority issues simultaneously.
Confident decision maker.
Excellent written and verbal communication skills.
Ability to work well under pressure and to re-prioritize multiple tasks.
Preferred qualifications
3 years or above bachelor’s degree - Tertiary qualifications in hospitality, sales management would be an advantage.
8 years or more relevant work experience.
Strong Customer Service focus and excellent client relationship management is a must.
Good communication skills, excellent organizational skills, broad knowledge of business functions.
Demonstrated experience with continuous improvement initiatives and progressive mindset is highly desirable.

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